scholarly journals Scale for Measuring Perceived Service Quality of Public Service in Sri Lanka: With Special Reference to Divisional Secretariats in Gampaha District

2017 ◽  
Vol 6 (2) ◽  
pp. 1
Author(s):  
A.T. Wijesekera ◽  
R. Lalitha S. Fernando
Keyword(s):  
Sri Lanka ◽  
Service Quality ◽  
Special Reference ◽  
Public Service ◽  
Quantitative Methods ◽  
Reliability And Validity ◽  
Non Profit ◽  
Customer Perceptions ◽  
Qualitative And Quantitative Methods

The most accepted SERVQUAL is heavily applied to measure the service quality of Business to Customer (B2C) profit oriented organizations than for non-profit organizations. As such, this paper describes the development of a 19-item instrument for assessing customer perceptions of service quality in public service with special reference to Divisional Secretariats in Sri Lanka. To do so, both qualitative and quantitative methods were utilized in three fundamental stages recommended by Churchill (1979) and Parasuraman et.al, (1988). In following their footsteps, initially a qualitative research was undertaken in five Divisional Secretariats within Gampaha District through interviews with 50 customers from different backgrounds and affiliations which produced 42-items with eight factors emerged. These 42-items were included in a questionnaire and quantitative study was undertaken with 100 respondents who were current or recent customers of Divisional Secretariats within Gampatha District. To ensure the reliability and validity of the measures of service quality construct, mainly reliability test, split-half reliability and factor analysis, were used. Finally, 42-items were deduced in to 19-items and a new scale was developed to measure the service quality of Divisional Secretariats with 5 dimensions Responsiveness, Communication, Tangible, Empathy and Assurance. Among these, responsiveness dimensions could be the least important and the empathy dimension was of most concern to customers. As a closing note, limitations and further studies were discussed.

Measures for Employee Engagement: Public Service in Sri Lanka

2020 ◽  
Vol 3 (2) ◽  
pp. 30-45
Author(s):  
A.T. Wijesekera ◽  
R.Lalitha S. Fernando
Keyword(s):  
Sri Lanka ◽  
Service Quality ◽  
Employee Engagement ◽  
Work Engagement ◽  
Public Service ◽  
Quantitative Methods ◽  
Service Climate ◽  
Qualitative And Quantitative ◽  
Qualitative And Quantitative Methods ◽  
Utrecht Work Engagement Scale

Employee engagement is crucial in the delivery of public service efficiently and effectively. Employee engagement is essential as a foundation for service climate (Salanova et al., 2005). Measuring employee engagement is vital to identify the areas to be improved to increase the service quality. The most accepted Utrecht Work Engagement Scale (UWES) is heavily applied to measure the employee engagement of Business to Customer (B2C) profit oriented organizations. Therefore, a customized measure for employee engagement is essential for public service. This paper describes the development of a customized scale based on UWES scale for assessing employee engagement in public service with reference to Divisional Secretariats in Sri Lanka. In developing and validating measures, qualitative and quantitative methods were utilized as recommended by Hinkin's (1998). Finally, a customized scale with 16-items was developed under vigor, dedication and absorption dimensions to measure the employee engagement of public service in Sri Lanka.

scholarly journals Ethical Leadership Measures for Public Service in Sri Lanka

2018 ◽  
Vol 11 (7) ◽  
pp. 106
Author(s):  
A.T. Wijesekera ◽  
R. Lalitha S. Fernando
Keyword(s):  
Sri Lanka ◽  
Public Service ◽  
Ethical Leadership ◽  
Quantitative Methods ◽  
Leadership Behavior ◽  
Group Discussion ◽  
Reliability And Validity ◽  
The Public ◽  
Qualitative And Quantitative Methods ◽  
Ethical Guidance

A lack of concern on ethics in public administration may be considered the biggest barrier to quality service delivery. Many efforts have been made to promote ethical standards between public servants. Among those efforts, improving leadership skills can prove to be effective in promoting ethics in public service (Hart 2001).Therefore, ethical leadership behavior is very vital as that ensures ethical guidance. In order to identify the ethical leadership behavior of the public sector, customized measures are essential. This study describes the process of development of a 30-item instrument for measuring ethical leadership behavior in the public service with reference to Divisional Secretariats in Sri Lanka. According to Hinkin's (1998) recommendations in items generating both qualitative and quantitative methods were utilized. First observed the articles which were published related to ethical leadership and examined to find items and dimensions. A focus group discussion was conducted with 20 in-depth interviews to generate additional items to determine whether additional dimensions of ethical leadership would emerge. Based on these two steps, the researcher found 30-items with five dimensions. They were fairness, employee orientation, role clarification, integrity and ethical guidance. These 30-items were included in a questionnaire and a quantitative study was undertaken with 100 respondents employed in the Divisional Secretariats within Gampatha District. Reliability test and factor analysis were used to ensure reliability and validity of this measures. Finally, these 30-items were loaded to four dimensions. Such as people orientation, integrity, ethical guidance and role clarification.

PERBANDINGAN KUALITAS PELAYANAN ANTARA PERPUSTAKAAN PROVINSI KEPRI DENGAN KOTA TANJUNG PINANG

2017 ◽  
Vol 2 (3) ◽  
pp. 288
Author(s):  
Dimas Satriadi
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Quantitative Methods ◽  
Quality Service ◽  
Data Collecting ◽  
Service Institution ◽  
Better Than

<p><em>The quality of public service is an important and it must have bye the each public service institution. Includes the library as a public service institution giving service for the all visitors. This research aims to know the comparisation of Kepri Province Libraries quality service  and Tanjungpinang City Libraries quality service. The method used in this research is quantitative methods with questionnaire to 40 responden as samples. This questionnaire as an data collecting instruments. These results indicate the quality of two libraries is good. But, if they compared the service quality of  Province Kepri  Libraries is better than  Tanjungpinang City Libraries. This look from average scored  results is 152,61 points  for Kepri Province Libraries, and 150,66 points for Tanjungpinang City Libraries, in the good categories</em></p><p>Kualitas pelayanan publik merupakan hal yang penting dan harus dimiliki oleh masing-masing lembaga pelayanan publik. Termasuk perpustakaan sebagai lembaga pelayanan publik yang memberikan pelayanan kepada semua pengunjung. Penelitian ini bertujuan untuk mengetahui perbandingan kualitas layanan Perpustakaan Provinsi Kepri dan kualitas pelayanan Perpustakaan Kota Tanjungpinang. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif dengan 40 responden sebagai sampel. Kuesioner ini sebagai alat pengumpul data. Hasil penelitian ini menunjukkan kualitas kedua perpustakaan suda bagus. Tapi jika dibandingkan kualitas pelayanan Perpustakaan Provinsi Kepri lebih baik dari pada Perpustakaan Kota Tanjungpinang. Hasil dari hasil rata-rata ini adalah 152,61 poin untuk Perpustakaan Kepri Province, dan 150,66 poin untuk Perpustakaan Kota Tanjungpinang, dalam kategori baik.</p><p><em><br /></em></p>

scholarly journals Kepemimpinan dalam Peningkatan Kualitas Pelayanan Publik di Daerah

2021 ◽  
Vol 21 (3) ◽  
pp. 1385
Author(s):  
Susilawati Susilawati ◽  
Eljawati Eljawati ◽  
Gradiana Tefa ◽  
Siti Nuraisyah Suwanda ◽  
Dadang Suwanda
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Random Sampling ◽  
Quantitative Methods ◽  
Sampling Method ◽  
Human Life ◽  
Elementary Problem ◽  
Descriptive Approach

Garbage as a elementary problem of human life in forward territory, raises the handling urgency through providing performance of public service in hygine which is the success depends on leadership of a leader. This research uses quantitative methods with descriptive approach. Determination of research sample through multistages random sampling method and formulating them into Slovin formula. Research results show that the measurement of service quality in hygiene in the Jatinangor District Sumedang Regency is 65.30% or 3918 with good predicate. Measurement of Head of Subdistrict’s leadership in Jatinangor Subdistrict Sumedang Regency is 65.30% or 3918 with good predicate. As well as there is assosiation of Head of Subdistrict’s leadership towards service quality of hygiene in managing waste at the Jatinangor District with τ = np-nn/C(n,2) = 0.56.

scholarly journals Assessing the Quality of a Local Authority Conference and Hospitality Venue Using the ServQual Model

2014 ◽  
Vol 1 (1) ◽  
pp. 15-20 ◽  
Author(s):  
Mike Donnelly ◽  
Edward P White
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Local Authority ◽  
Reliability And Validity ◽  
Service Organizations ◽  
Close Attention ◽  
Private Companies ◽  
Public Service Organizations ◽  
Hospitality Venue

Abstract The close attention paid to service quality by successful private companies has become part of the environment within which most public service organizations now operate. The ServQual model has been used with success to help companies quantify customers' expectations and perceptions of their service and to use this analysis as the basis for improvement. More recently, the ServQual approach has been applied in public service contexts with mixed reliability and validity. This paper reports on the application of the ServQual model to a conference and hospitality venue operated by a Scottish local authority. The study investigates five distinct customer segments: conferences, meetings, receptions, performances, and weddings. The expectations-perceptions gaps are assessed for each of these segments using the ServQual model and the size and antecedents of ServQual Gap 1 is also examined.

Measuring quality variations in e-service

2017 ◽  
Vol 27 (2) ◽  
pp. 427-452 ◽  
Author(s):  
Yen-Chun Chen ◽  
Yung-Cheng Shen ◽  
Crystal Tzu-Ying Lee ◽  
Fu-Kai Yu
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Quantitative Methods ◽  
Factor Model ◽  
Reliability And Validity ◽  
Equation Modeling ◽  
Measurement Tool ◽  
Information Quantity ◽  
Content Type ◽  
Qualitative And Quantitative Methods

Purpose The purpose of this paper is to develop and validate a multidimensional hierarchical scale for measuring “e-service quality variation.” Design/methodology/approach Based on the psychometric scale-development approach, qualitative and quantitative methods were employed to develop the e-SERVAR scale. A multidimensional hierarchical factor structure of e-SERVAR is proposed, along with a set of preliminary items derived from literature and the qualitative study. Furthermore, the Yahoo website in Taiwan was chosen to be the target e-service website for data collection to develop the e-SERVAR scale. A series of statistical methods (i.e. item-to-total correlations, exploratory factor analyses, CFAs and structural equation modeling) were adopted to verify construct reliability and validity as well as nomological validity of the scale. Findings A 41-item e-SERVAR scale based on the structure of a hierarchical factor model was developed that contains three primary dimensions (i.e. information, system and fulfillment) and nine subdimensions (information accuracy, information quantity, information timeliness, information usefulness, system reliability, system security, merchandise quality, merchandise delivery timeliness and merchandise security). Practical implications The results of this study help managers identify sources of quality variability and design efficacious strategies to reduce such variability in order to improve the overall e-service quality. Originality/value Prior research of e-service quality has paid less attention to the role of e-service quality variability. Discussion of e-service quality variability was mainly conceptual in nature. This research presents the e-SERVAR scale as a measurement tool that provides a new avenue for researchers to study how to improve e-service quality by measuring service variability.

scholarly journals Impact of the 2019 volleyball proliga event on audience satisfaction and loyalty

2021 ◽  
Vol 6 (3) ◽  
pp. 403-410
Author(s):  
Faisal S Sandrima ◽  
Yudik Prasetyo ◽  
Ali Algifari
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Quantitative Methods ◽  
Management Team ◽  
Sporting Events ◽  
Qualitative And Quantitative Methods ◽  
Sports Events ◽  
And Performance ◽  
The Impact

The quality of service and the performance of the management team in a sporting event is thought to be able to influence audience satisfaction, so that these two things become important factors in the success of organizing sports matches. The purpose of this study was to determine and describe the impact of organizing sporting events on audience satisfaction and loyalty based on the quality of service and performance of the organizing committee in managing sports events. The study used a descriptive approach with qualitative and quantitative methods. 64 spectators were randomly selected from all the spectators who attended the volleyball proliga sport event held at GOR Amongrogo, Yogyakarta City. Data collection techniques uses a questionnaire. The data analysis technique used PLS - SEM. The results of the study found that there was an influence of service quality and performance of the match management team on audience satisfaction and loyalty. These results indicate that the indicators of the implementation of sports activities are measured by the satisfaction and loyalty level of the audience following the match with the service quality and management of the organizers as influencing factors.

scholarly journals The Influence of Public Service Motivation on Service Quality of Civil Servants in West Sumatra Indonesia

2016 ◽  
Vol 5 (1) ◽  
pp. 33 ◽  
Author(s):  
Syamsir Syamsir
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Quantitative Methods ◽  
Public Service Motivation ◽  
Civil Servants ◽  
Cultural Dimensions ◽  
Government Agencies ◽  
Wide Range ◽  
West Sumatra

Background ¬– Most of PSM studies tend to conclude that PSM cases and theories are cross-culturally viable. Besides, so far, most PSM research focuses more on employees (public and private) in the Western and developed countries; and almost no study of the PSM in developing countries. In addition, most of the PSM theories tended to generalize the assumptions of the PSM among employees and often ignore cultural dimensions in their analysis, including in relation to the effect of PSM on the quality of work. Purpose – The purpose of this study was to find out the influence of Public Service Motivation (PSM) on service quality of civil servants in a wide range of government agencies in the province of West Sumatra. Design/methodology/approach – This study used quantitative methods. Data were collected through proportional stratified random sampling from a sample consisted of 1,270 respondents from some government institutions in West Sumatra province. Data were analyzed with multiple regression analysis. Finding – The finding of this study indicated that the overall public service motivation significantly influenced on the service quality of civil servants in a wide range of government agencies in West Sumatra province. Besides, the results of this study also indicated that the PSM dimension associated with commitment to public interest have a greater influence than the other dimensions of PSM, namely attraction to public policy making, compassion, and self sacrifice. Practical Implications – This study would be offering a consideration and advice to the local government about the need to consider the aspects of public service motivation in improving the service quality of civil servants, especially in West Sumatra Indonesia.

Service Quality Of Industrial Parks In The View Of Foreign Direct Investment Firms

2019 ◽  
Vol 118 (11) ◽  
pp. 552-562
Author(s):  
Nguyen Thi Ngan ◽  
Bui Huy Khoi
Keyword(s):  
Foreign Direct Investment ◽  
Service Quality ◽  
Direct Investment ◽  
Reliability And Validity ◽  
Quantitative Model ◽  
Industrial Park ◽  
Industrial Parks ◽  
Average Variance ◽  
Composite Reliability

This research aims to assess the service quality of industrial parks (IP) in the view of FDI (foreign direct investment) firms in Vietnam. Data was collected from 270 FDI firms in Vietnam - Singapore Industrial Parks (VSIP) in Vietnam. The proposed research model was based on researches on service quality. Cronbach's Alpha Average Variance Extracted (Pvc),rho (ρA), and Composite Reliability (Pc) tested the reliability and validity of the scale. The analysis results showed that four factors were affecting the servicequality of industrial park in Vietnam being tangibleof VSIP, reliability of VSIP, the empathyof FDI investors, and their assurance. The responsivenessof VSIP did not affect the servicequality of the industrial park. Contents of the article focus on two main issues: the analysis framework of the quantitative model and implicating results todevelop the industrial park services. The limitation of the research was only in VSIP in Vietnam.

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