Service Quality in One Window Service Office (OWSO): Reflection from Takhmao Municipality, Cambodia
Available Online May 2013.
- https://doi.org/10.2991/icpm.2013.44How to use a DOI?
- One Window Service Office (OWSO), Service Quality, Clients’ Expectations, Clients’ Perception, SEVQUAL
- This paper examined the level of service quality of One Window Service Office (OWSO) as perceived by clients at the Takhmao municipality, Cambodia. It also explored the challenges of the OWSO to propose possible guideline for improving service delivery. The SERVQUAL components were used to measure clients’ expectations and perceptions. The quantitative data were collected from two different groups of clients (n=170) while the qualitative data were collected from both clients (n=10) and OWSO officers (n=5) through in-depth interview. The findings from survey questionnaires revealed that clients were satisfied with the Takhmao OWSO for delivering services. This was evident from the positive gap score ( = .47, SD = .68). However, according to the results obtained from the interviews, it emerged that there were some shortfalls still existing in OWSO. In this respect, the study has suggested a number of modifications to the OWSO management team to take into account for the sake of service delivery betterment.
- Open Access
- This is an open access article distributed under the CC BY-NC license.
Cite this article
TY - CONF AU - Seng Vutha PY - 2013/05 DA - 2013/05 TI - Service Quality in One Window Service Office (OWSO): Reflection from Takhmao Municipality, Cambodia BT - Public Administration In The Time Of Regional Change (ICPM 2013) <br> Proceedings of the Second International Conference on Public Management 2013 PB - Atlantis Press SP - 236 EP - 239 SN - 1951-6851 UR - https://doi.org/10.2991/icpm.2013.44 DO - https://doi.org/10.2991/icpm.2013.44 ID - Vutha2013/05 ER -