How demographic differences influence customer satisfaction with the public service delivery in Fiji
Author(s)
Singh, G
Reddy, M
Gounder, N
Griffith University Author(s)
Year published
2009
Metadata
Show full item recordAbstract
This study has used quantitative modelling to examine how respondent specific factors could affect customer's service satisfaction determine the quality of service they receive. Results reveal that in terms of poor services, Government Health services are given the lowest rating. Other government services, transportation sector and service stations are also rated as poor services providers. Interestingly, attributes such as cost efficiency, gender and ethnic discrimination, security and availability of parking space are the key factors that affect customer satisfaction. The advanced probit model analysis reveals that the ...
View more >This study has used quantitative modelling to examine how respondent specific factors could affect customer's service satisfaction determine the quality of service they receive. Results reveal that in terms of poor services, Government Health services are given the lowest rating. Other government services, transportation sector and service stations are also rated as poor services providers. Interestingly, attributes such as cost efficiency, gender and ethnic discrimination, security and availability of parking space are the key factors that affect customer satisfaction. The advanced probit model analysis reveals that the age, gender and ethnicity may also factor into the equation of service delivery.
View less >
View more >This study has used quantitative modelling to examine how respondent specific factors could affect customer's service satisfaction determine the quality of service they receive. Results reveal that in terms of poor services, Government Health services are given the lowest rating. Other government services, transportation sector and service stations are also rated as poor services providers. Interestingly, attributes such as cost efficiency, gender and ethnic discrimination, security and availability of parking space are the key factors that affect customer satisfaction. The advanced probit model analysis reveals that the age, gender and ethnicity may also factor into the equation of service delivery.
View less >
Journal Title
International Journal of Services and Standards
Volume
5
Issue
3
Subject
Other information and computing sciences
Other information and computing sciences not elsewhere classified