MEASUREMENT OF LOCAL PUBLIC SERVICES’ QUALITY USING SERVQUAL: THE CASE OF DUBROVNIK

Marija Martinovic (), Ivana Pavlic () and Meri Suman Tolic ()
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Marija Martinovic: University of Dubrovnik
Ivana Pavlic: University of Dubrovnik
Meri Suman Tolic: University of Dubrovnik

Economic Thought and Practice, 2017, vol. 26, issue 2, 593-610

Abstract: Public services are facing the necessity of the implementation of consumer-oriented business philosophies as well as quality management approach. This paper attempts to emphasize the importance of the consumers' assessment of the public service quality. According to that assessment, the difference between consumers' perceptions and expectations will be determined using SERVQUAL methodology. The research was conducted among 250 residents in Dubrovnik. The results reveal that there is a significant gap between the perceived and expected quality of the public service. Such insight leads to the conclusion that public service management should consider the importance of quality monitoring as the base for the total quality management application.

Keywords: local public services; service quality; SERQVUAL (search for similar items in EconPapers)
JEL-codes: H31 M31 (search for similar items in EconPapers)
Date: 2017
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