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Public service quality evaluation with SERVQUAL and AHP-TOPSIS: A case of Philippine government agencies

Lanndon Ocampo, Jovir Alinsub, Ruselle Anne Casul, Germellie Enquig, Mitzi Luar, Noche Panuncillon, Miriam Bongo and Christine Omela Ocampo

Socio-Economic Planning Sciences, 2019, vol. 68, issue C

Abstract: This paper proposes an integrated SERVQUAL model, analytic hierarchy process, and technique for order performance by similarity to ideal solution (AHP-TOPSIS) method to evaluate service quality among employment-related government agencies. A case study was conducted in the Philippines to establish critical dimensions attributed to the modified SERVQUAL model investigated covering five government agencies. It is found out that responsiveness dimension needs the most improvement in terms of carrying out quality service while promptness of services is considered as the most important sub-dimension. Furthermore, the proposed approach can enable government administrators to lead its efforts and resources in improving service quality to critical dimensions and sub-dimensions.

Keywords: AHP; Public services; Service quality; SERVQUAL model; TOPSIS (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:eee:soceps:v:68:y:2019:i:c:s0038012117300678

DOI: 10.1016/j.seps.2017.12.002

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