Determining the quality of municipal services using SERVQUAL model

DOI

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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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  - 10.2991/senet-19.2019.4
ID  - Živković2019/12
ER  -