Measuring Citizen Satisfaction with Contracted-Out Public Service Quality: An Application of Servqual Measures

Hyun Joon Kim

International Review of Public Administration, 2006, vol. 11, issue 2, 1-14

Abstract: Ever increasing use of private contractors for delivering public services requires public organizations to develop and utilize contractor performance measurement tools. This study empirically examines the association between multiple dimensions of service quality and citizen satisfaction with contracted-out services by using a survey data collected from a local government in Korea. Drawing on SERVQUAL (a service quality measurement popular in the business administration literature) the present study categorizes the service quality measures into five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Structural Equation Modeling (SEM) is utilized to examine the measurement precision of five service quality dimensions and the predictive power of each dimension on overall service quality. The results confirm the applicability of SERVQUAL to measuring the service quality of contracted-out public services.

Date: 2006
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DOI: 10.1080/12294659.2003.10805081

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