Grey Relational Evaluation of Bulk Water Provision Service Quality Using the SERVQUAL Framework

Shireen M. Ammar and Yahya A. Saleh

International Journal of Public Administration, 2023, vol. 46, issue 1, 69-84

Abstract: Assessing the service quality of water provision is essential to minimize the gaps between customer expectations and perceptions. This study aims at assessing the bulk water provision service in the Palestinian Water Authority-West Bank Water Department (PWA-WBWD) based on the SERVQUAL framework using a novel approach of applying the grey relational analysis (GRA) model. The relevant data were collected from a randoSm sample of PWA-WBWD’s customers who are the bulk water provision suppliers. GRA model was used to rank the importance of the five SERVQUAL dimensions. Namely, GRA model revealed the following order of SEVQUAL dimensions; reliability, responsiveness, empathy, assurance, tangibility. Inferential non-parametric statistical tests were also conducted to test the study hypotheses. The results supported the significance of gaps in the five SERVQUAL dimensions. Also, the built multilinear regression model demonstrates the dependence of satisfaction on three SERVQUAL dimensions; reliability, responsiveness, and empathy. The relevant policy-makers are encouraged to improve the quality of their services.

Date: 2023
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DOI: 10.1080/01900692.2021.1984942

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