Developing customer satisfaction indices using SERVQUAL sampling surveys

M.Y. El‐Bassiouni, M. Madi, T. Zoubeidi and M.Y. Hassan

Journal of Economic and Administrative Sciences, 2012, vol. 28, issue 2, 98-108

Abstract: Purpose - The purpose of this paper is to develop customer satisfaction indices for the services provided by inspectors in certain departments of Al‐Ain Municipality, the United Arab Emirates. Design/methodology/approach - The methodology is based on customer satisfaction models with SERVQUAL survey input to produce indices of satisfaction and the drivers and outcomes of satisfaction. The survey data were collected via a stratified random sample of the customers who visited Al‐Ain Municipality Customer Service Center (AMCSC) in spring 2008. Structural equation models were fitted to the data and goodness‐of‐fit was assessed. Findings - The customer satisfaction indices and scores of customers’ trust were in the mid‐eighties, indicating high levels of satisfaction and client trust. Research limitations/implications - The limitations of the current study include the small sample size and the use of one indicator of the latent variable trust. Further research may focus more on prioritizing future efforts, improving quality, and performing cross‐institutional benchmarking. Practical implications - Opportunities for quality improvements were identified and some recommendations were provided. Originality/value - Although the results lead to the conclusion that high levels of satisfaction and client trust were attained, there is a room for improvement. The AMCSC has to continuously improve the quality of its services in order to realize its mission.

Keywords: United Arab Emirates; Customer satisfaction; Customer loyalty; Trust; SERVQUAL; Customer satisfaction index; Goodness of fit; Structural equations modelling; Survey sampling (search for similar items in EconPapers)
Date: 2012
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
https://www.emerald.com/insight/content/doi/10.110 ... d&utm_campaign=repec (text/html)
https://www.emerald.com/insight/content/doi/10.110 ... d&utm_campaign=repec (application/pdf)
Access to full text is restricted to subscribers

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eme:jeaspp:v:28:y:2012:i:2:p:98-108

DOI: 10.1108/10264111211248394

Access Statistics for this article

Journal of Economic and Administrative Sciences is currently edited by Associate Professor Ghulam A Arain and Dr Rebecca Abraham

More articles in Journal of Economic and Administrative Sciences from Emerald Group Publishing Limited
Bibliographic data for series maintained by Emerald Support ().