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Developing the Measurement Model of Service Quality in the Public Sector  

Rha, Jun-Young (KAIST Graduate School of Management)
Rhee, Seung-Kyu (KAIST Graduate School of Management)
Publication Information
IE interfaces / v.20, no.3, 2007 , pp. 339-352 More about this Journal
Abstract
Beyond SERVQUAL-based service quality research, we develop a measurement model of public service quality that would provide researchers and practitioners in the public sector with a foundation for systematic investigation and implementation. Firstly, we explore the attributes of public service quality that lead to customer satisfaction by using the critical incident technique (CIT). We identified four dimensions of public service qualities. We also found that the critical attributes of service quality differ according to the types of customers. Secondly, to achieve a high degree of empirical confidence, we conduct statistical tests and analyses on the classification scheme and on the attributes of service quality that we derived from the CIT analysis. Through these analyses, we could remove the redundancy among attributes and group the attributes into new constructs, which are mutually exclusive and exhaustive; we built a more sophisticated measurement model of service quality.
Keywords
public service quality; measurement model; CIT; second-order confirmatory factor analysis;
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