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
Recommended Citation
Bai, C.,
Lai, F. J.,
Chen, Y.,
Hutchinson, 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: https://aquila.usm.edu/fac_pubs/1382