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SERVICE QUALITY IN PUBLIC SERVICE: A CASE OF GHANA NATIONAL SERVICE SCHEME

Kwame Owusu Kwateng, Hannah Vivian Osei and Frank Akoto Acquaah

International Journal of Management and Marketing Research, 2017, vol. 10, issue 1, 1-18

Abstract: This study was carried out to ascertain whether personnel serving their mandatory year of service in Ghana were satisfied with the quality of service provided by the Ghana National Service Scheme. The satisfaction of service personnel was measured by employing the gap model and factors influencing the personnel’s satisfaction were also determined by factor analysis based on principal component extraction using Oblimin with Kaiser Normalization rotation method. The results indicated that service personnel were satisfied with the empathy, assurance and responsiveness aspects of service delivery. Alternatively, service personnel were not satisfied with the tangibility and reliability dimensions which had a negative gap score. Some of the key factors which significantly contributed to service personnel’s satisfaction included the willingness of National Service Scheme staff to answer personnel questions and the ability of staff to quickly respond to the needs of personnel. Developing training policy for staff of the scheme was recommended as one of the measures to deal with these important aspects of quality service delivery. This study is among the foremost attempts to use the SERVQUAL model to examine the service quality of public service organizations in Ghana

Keywords: Service Quality; SERVQUAL; Quality Dimensions; Kaiser Normalization; National Service Personnel; Gap Model; Ghana (search for similar items in EconPapers)
JEL-codes: M0 M1 M3 (search for similar items in EconPapers)
Date: 2017
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