Public Sector Reforms and Service Quality Issues From the Perspective of the Small Island Developing States in the Pacific: A Case of Fiji

Neale J. Slack and Gurmeet Singh

International Journal of Public Administration, 2015, vol. 38, issue 10, 712-723

Abstract: The purpose of this article is to compare service quality of the Fiji Islands Maritime Safety Administration (FIMSA) and the Maritime Safety Authority of Fiji (MSAF). Using a structured questionnaire, data were collected from 200 Fiji maritime industry stakeholders. Research findings identified FIMSA and MSAF service delivery misalignment with customer expectations; customer’ expectations exceeded perceived customer service experiences of FIMSA and MSAF; and, perceived customer service experiences of MSAF were noticeably better than those of FIMSA.

Date: 2015
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DOI: 10.1080/01900692.2014.956895

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