An exploratory study of service quality in the Malaysian public service sector

Arawati Agus, Sunita Barker, Jay Kandampully

Research output: Contribution to journalArticle

60 Citations (Scopus)

Abstract

Purpose - The paper seeks to obtain a better understanding of the extent to which service quality permeates within the Malaysian public service sector by drawing on management and customer perceptions of service quality. Design/methodology/approach - Two separate surveys were distributed to managers and customers across 86 branches of a public sector department within the Malaysian Ministry. The manager survey comprised instruments relating to organisational service performance, while the customer survey contained instruments relating to service quality and customer satisfaction. A total of 430 manager and customer surveys were completed, representing a 95 percent response rate. Findings - The results support the conceptual model in demonstrating a strong correlation between service quality dimensions, service performance and customer satisfaction. In particular, service providers classified as "excellent" were rated most favourably in terms of responsiveness, access and credibility. Research limitations/implications - The generalisability of the results is limited by the absence of the employees' perception of service quality. Practical implications - This research adds to the body of knowledge relating to public service quality management. Originality/value - The originality of this paper lies within the context in which this study took place. The study addresses key relationships between service dimensions, service performance and service quality within the Malaysian public service sector. Although previous research has addressed similar issues within the context of the public sector, relatively few studies pertain directly to Malaysian public services.

Original languageEnglish
Pages (from-to)177-190
Number of pages14
JournalInternational Journal of Quality and Reliability Management
Volume24
Issue number2
DOIs
Publication statusPublished - 2007

Fingerprint

Service sector
Service quality
Quality of service
Public services
Exploratory study
Managers
Service performance
Customer satisfaction
Customer surveys
Public sector
Customer perception
Service relationships
Service provider
Body of knowledge
Quality management
Employee perceptions
Credibility
Design methodology
Response rate
Responsiveness

Keywords

  • Customer satisfaction
  • Customer services quality
  • Malaysia
  • Performance measurement (quality)
  • Public sector organizations

ASJC Scopus subject areas

  • Business, Management and Accounting(all)
  • Strategy and Management

Cite this

An exploratory study of service quality in the Malaysian public service sector. / Agus, Arawati; Barker, Sunita; Kandampully, Jay.

In: International Journal of Quality and Reliability Management, Vol. 24, No. 2, 2007, p. 177-190.

Research output: Contribution to journalArticle

@article{eed0f15572b84787af0f920d1e39e92c,
title = "An exploratory study of service quality in the Malaysian public service sector",
abstract = "Purpose - The paper seeks to obtain a better understanding of the extent to which service quality permeates within the Malaysian public service sector by drawing on management and customer perceptions of service quality. Design/methodology/approach - Two separate surveys were distributed to managers and customers across 86 branches of a public sector department within the Malaysian Ministry. The manager survey comprised instruments relating to organisational service performance, while the customer survey contained instruments relating to service quality and customer satisfaction. A total of 430 manager and customer surveys were completed, representing a 95 percent response rate. Findings - The results support the conceptual model in demonstrating a strong correlation between service quality dimensions, service performance and customer satisfaction. In particular, service providers classified as {"}excellent{"} were rated most favourably in terms of responsiveness, access and credibility. Research limitations/implications - The generalisability of the results is limited by the absence of the employees' perception of service quality. Practical implications - This research adds to the body of knowledge relating to public service quality management. Originality/value - The originality of this paper lies within the context in which this study took place. The study addresses key relationships between service dimensions, service performance and service quality within the Malaysian public service sector. Although previous research has addressed similar issues within the context of the public sector, relatively few studies pertain directly to Malaysian public services.",
keywords = "Customer satisfaction, Customer services quality, Malaysia, Performance measurement (quality), Public sector organizations",
author = "Arawati Agus and Sunita Barker and Jay Kandampully",
year = "2007",
doi = "10.1108/02656710710722284",
language = "English",
volume = "24",
pages = "177--190",
journal = "International Journal of Quality and Reliability Management",
issn = "0265-671X",
publisher = "Emerald Group Publishing Ltd.",
number = "2",

}

TY - JOUR

T1 - An exploratory study of service quality in the Malaysian public service sector

AU - Agus, Arawati

AU - Barker, Sunita

AU - Kandampully, Jay

PY - 2007

Y1 - 2007

N2 - Purpose - The paper seeks to obtain a better understanding of the extent to which service quality permeates within the Malaysian public service sector by drawing on management and customer perceptions of service quality. Design/methodology/approach - Two separate surveys were distributed to managers and customers across 86 branches of a public sector department within the Malaysian Ministry. The manager survey comprised instruments relating to organisational service performance, while the customer survey contained instruments relating to service quality and customer satisfaction. A total of 430 manager and customer surveys were completed, representing a 95 percent response rate. Findings - The results support the conceptual model in demonstrating a strong correlation between service quality dimensions, service performance and customer satisfaction. In particular, service providers classified as "excellent" were rated most favourably in terms of responsiveness, access and credibility. Research limitations/implications - The generalisability of the results is limited by the absence of the employees' perception of service quality. Practical implications - This research adds to the body of knowledge relating to public service quality management. Originality/value - The originality of this paper lies within the context in which this study took place. The study addresses key relationships between service dimensions, service performance and service quality within the Malaysian public service sector. Although previous research has addressed similar issues within the context of the public sector, relatively few studies pertain directly to Malaysian public services.

AB - Purpose - The paper seeks to obtain a better understanding of the extent to which service quality permeates within the Malaysian public service sector by drawing on management and customer perceptions of service quality. Design/methodology/approach - Two separate surveys were distributed to managers and customers across 86 branches of a public sector department within the Malaysian Ministry. The manager survey comprised instruments relating to organisational service performance, while the customer survey contained instruments relating to service quality and customer satisfaction. A total of 430 manager and customer surveys were completed, representing a 95 percent response rate. Findings - The results support the conceptual model in demonstrating a strong correlation between service quality dimensions, service performance and customer satisfaction. In particular, service providers classified as "excellent" were rated most favourably in terms of responsiveness, access and credibility. Research limitations/implications - The generalisability of the results is limited by the absence of the employees' perception of service quality. Practical implications - This research adds to the body of knowledge relating to public service quality management. Originality/value - The originality of this paper lies within the context in which this study took place. The study addresses key relationships between service dimensions, service performance and service quality within the Malaysian public service sector. Although previous research has addressed similar issues within the context of the public sector, relatively few studies pertain directly to Malaysian public services.

KW - Customer satisfaction

KW - Customer services quality

KW - Malaysia

KW - Performance measurement (quality)

KW - Public sector organizations

UR - http://www.scopus.com/inward/record.url?scp=33846601334&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=33846601334&partnerID=8YFLogxK

U2 - 10.1108/02656710710722284

DO - 10.1108/02656710710722284

M3 - Article

AN - SCOPUS:33846601334

VL - 24

SP - 177

EP - 190

JO - International Journal of Quality and Reliability Management

JF - International Journal of Quality and Reliability Management

SN - 0265-671X

IS - 2

ER -