scholarly journals Citizen Perceptions of Government Service Quality: Evidence from Public Schools

2012 ◽  
Vol 7 (4) ◽  
pp. 411-445 ◽  
Author(s):  
Matthew M. Chingos
Keyword(s):  
Public Schools ◽  
Service Quality ◽  
Government Service ◽  
Citizen Perceptions ◽  
Quality Evidence

scholarly journals E-Government Service Quality in the Goods and Services Procurement in Riau Province, Indonesia

2017 ◽  
Vol 2 (4) ◽  
pp. 206
Author(s):  
Nur Laila Meilani ◽  
Sukarno . ◽  
Musadad .
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Ad Hoc ◽  
Provincial Government ◽  
Government Service ◽  
Goods And Services ◽  
Electronic Procurement ◽  
Depth Interview ◽  
Work Units

This study aims to analyze e-government service quality in the goods and services procurement in Riau Province, particularly in Pekanbaru City.  The data were collected through an in-depth interview analyzed using a dialogical interpretation approach. The results showed that the service quality of goods/services procurement in Riau Province coordinated by the Electronic Procurement Service (LPSE) through its website http://lpse.riau.go.id has already met the users’ expectation. Even so, the ad hoc position of the Work Unit of LPSE Riau, decreasing enthusiasm of goods/services providers for upgrading the skills of their human resources, and ineffective communication between LPSE, ULP and PDE of Riau Provincial Government effectively degrade the quality of service that has already run well. Hence, there should be a restructuring of LPSE and Work Units related to the e-government implementation in order to synchronize the implementation of e-government in general and e-procurement in particular in Riau Province.

scholarly journals Considering business perception in assessing e-service quality in the Jordanian government

2021 ◽  
pp. 1591-1600
Author(s):  
Wesam Alabdallat ◽  
Omar Alhawari
Keyword(s):  
Service Quality ◽  
Conceptual Framework ◽  
Security And Privacy ◽  
Business Sector ◽  
Government Service ◽  
Five Dimensions ◽  
Government Services ◽  
Proposed Model ◽  
Business Perspective

Considering the speedy developments of e-services usages, countries are thriving to present better e-government services; particularly, regarding the business sector. Therefore, the matter of evaluating e-government service quality from the business perspective has become an important issue to study. This paper discussed how the business sector perceive the e-services provided by Jordanian government, which is basically derived based on the lack of literature and models addressing such issue. In this regard, this study aims to fill this existed gap. To tackle this problem, a conceptual framework of SERVQUAL questionnaire was developed and proposed. Then, the proposed model was verified and validated. The results of this paper concluded that business perceives different gaps between the actual and anticipated e-services in which the actual recorded less than the anticipated. Additionally, the gaps revealed in the developed SERVQUAL model, which included five dimensions showed, that only one element was found to be statistically insignificant and that is the Security and Privacy. Finally, the proposed model was revised and modified.

scholarly journals Customers’ perception of restaurant service quality : evidence from Malaysia

2009 ◽  
Vol 6 (1) ◽  
pp. 33
Author(s):  
Karen Meng Koon Kueh ◽  
Boo Ho Voon ◽  
Lois Unggah ◽  
Raymond Chali
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Local Food ◽  
Ethnic Background ◽  
Food Variety ◽  
Quality Evidence ◽  
Customer Satisfaction And Loyalty ◽  
Better Than

Restaurant plays a key role in attracting tourists and hence contributes significantly to a country’s economy. Restaurant service quality should therefore be well managed and sustained to ensure continuous and increased patronage. In this respect, the determinants and consequences of restaurant service quality need to be well understood. This paper presents the customers’ perception of restaurant service quality for a sample of 342 restaurant customers in Malaysia. The results showed that customers were generally satisfied with the service quality, price and variety of food. Reliability received the highest ratings followed by tangibles and responsiveness. Restaurants serving Western cuisine were rated better than the restaurants serving local food. Customer-perceived restaurant service quality was significantly correlated with the customer satisfaction and loyalty. Age and ethnic background did not affect perception of foodservice quality whereas gender influenced perceptions of food variety and overall satisfaction.

Evaluation of E-government Services

2010 ◽  
pp. 400-417
Author(s):  
Shang-Ching Yeh ◽  
Pin-Yu Chu
Keyword(s):  
Service Quality ◽  
Government Service ◽  
Public Officials ◽  
Government Services ◽  
Empirical Results

Do e-government services meet citizens’ needs? This chapter examines the performance of e-government services from a citizen-centric perspective. This chapter, taking the Kaohsiung Citizen Electronic Complaint System (KCECS) in Taiwan as a case study, identifies satisfaction and service quality as evaluation indicators when assessing e-government services. The empirical results show that citizens perceive moderately positive satisfaction toward the e-complaint service, and that a citizen-centric approach for evaluating e-government service is desirable. Complaint resolving ability makes the most contribution to the overall satisfaction of e-complaint service, but remains the top priority for improvement of the KCECS. Some solutions are proposed to help public officials to meet citizens’ needs and thus better serve citizens.

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