Title

Conceptualising the Perceived Service Quality of Public Utility Services: A Multi-Level, Multi-Dimensional Model

Document Type

Article

Publication Date

2008

Department

Management and International Business

Abstract

Based on the data relevant to four public utility services (water, natural gas, electricity and thermoelectricity) collected by a personally administered on-site survey, the authors develop a model to assess the perceived service quality of public utility services. In the model, the perceived service quality of public utility services has a multi-level, multi-dimensional structure with three primary dimensions: outcome, environment and interaction. Eight sub-dimensions are also specified to measure these three primary dimensions. This study contributes to the literature by providing a conceptual model for the perceived service quality of public utility services. This study also provides insights and guidance for managers, government officials and community policy-makers in the measurement and management of service quality in public utility firms.

Publication Title

Total Quality Management & Business Excellence

Volume

19

Issue

10

First Page

1055

Last Page

1070