Assessment of the Service Quality Provided by the Kuwaiti Cultural Office in Cairo: An Empirical Investigation

Awadh Al-Enezi

International Journal of Public Administration, 2012, vol. 35, issue 9, 643-655

Abstract: This study is an extension of the research on the service quality of public organizations. It is concerned with evaluating the quality of the service provided by the Kuwaiti Cultural Office in Egypt as perceived by both students and staff. The gap analysis model is adopted in this study to identify the key dimensions and related components of the quality of service delivered by the Office. Additionally, the study offers evidence of a quality gap between the perceptions of the public service providers and the end beneficiaries. The findings reveal that there are obvious differences between the staff's and students' perceptions of the quality of the service provided by the Office in terms of tangibles, reliability, and responsiveness. The students indicate that the service provided has many shortcomings, related mainly to the tangible aspects of the service reliability and responsiveness. However, they feel secure in dealing with the Office, and feel the administration and employees consider their interests a top priority to the Office.

Date: 2012
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DOI: 10.1080/01900692.2012.661192

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