Conceptualising the Perceived Service Quality of Public Utility Services: A Multi-Level, Multi-Dimensional Model
Management and International Business
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.
Total Quality Management & Business Excellence
Lai, F. J.,
(2008). Conceptualising the Perceived Service Quality of Public Utility Services: A Multi-Level, Multi-Dimensional Model. Total Quality Management & Business Excellence, 19(10), 1055-1070.
Available at: http://aquila.usm.edu/fac_pubs/1382