Proceedings of the 5th IPMA SENET Project Management Conference (SENET 2019)

Determining the quality of municipal services using SERVQUAL model

Authors
Nedeljko Živković, Maja Glogovac, Bojan Kovačević
Corresponding Author
Nedeljko Živković
Available Online December 2019.
DOI
https://doi.org/10.2991/senet-19.2019.4How to use a DOI?
Keywords
Service quality, satisfaction, SERVQUAL, municipality.
Abstract

This study deals with determining service quality of municipalities of Srebrenica, Bratunac, and Milici in Bosnia and Herzegovina. The research is conducted using a questionnaire based on SERVQUAL model which comprises two subscales, one referes to customers’ expectations and another for their perception of the service quality. The model observes service quality through five quality determinants: reliability, responsibility, empathy, safety, and tangibility. The major finding obtained from data analysis, is that quality of municipal service, from the customers’ point of view, is not satisfactory, that is there are significant gaps between customers’ expectations and their perception of each service quality determinant, especially reliability and responsibility of service. Accordingly, the municipalities have clear notion about where to focus the improvements.

Copyright
© 2019, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 5th IPMA SENET Project Management Conference (SENET 2019)
Series
Advances in Economics, Business and Management Research
Publication Date
December 2019
ISBN
978-94-6252-861-1
ISSN
2352-5428
DOI
https://doi.org/10.2991/senet-19.2019.4How to use a DOI?
Copyright
© 2019, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Nedeljko Živković
AU  - Maja Glogovac
AU  - Bojan Kovačević
PY  - 2019/12
DA  - 2019/12
TI  - Determining the quality of municipal services using SERVQUAL model
BT  - Proceedings of the 5th IPMA SENET Project Management Conference (SENET 2019)
PB  - Atlantis Press
SP  - 16
EP  - 21
SN  - 2352-5428
UR  - https://doi.org/10.2991/senet-19.2019.4
DO  - https://doi.org/10.2991/senet-19.2019.4
ID  - Živković2019/12
ER  -