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How demographic differences influence customer satisfaction with the public service delivery in Fiji

Singh, Gurmeet and Reddy, Mahendra and Gounder, Neelesh N. (2009) How demographic differences influence customer satisfaction with the public service delivery in Fiji. International Journal of Services and Standards, 5 (3). pp. 276-289. ISSN 1740-8849

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Abstract

This study has used quantitative modelling to examine how respondent specific factors could affect customer's service satisfaction determine the quality of service they receive. Results reveal that in terms of poor services, Government Health services are given the lowest rating. Other government services, transportation sector and service stations are also rated as poor services providers. Interestingly, attributes such as cost efficiency, gender and ethnic discrimination, security and availability of parking space are the key factors that affect customer satisfaction. The advanced probit model analysis reveals that the age, gender and ethnicity may also factor into the equation of service delivery.

Item Type: Journal Article
Subjects: H Social Sciences > HF Commerce
Divisions: Faculty of Business and Economics (FBE) > School of Management and Public Administration
Faculty of Business and Economics (FBE) > School of Economics
Depositing User: Ms Neha Harakh
Date Deposited: 26 May 2009 13:57
Last Modified: 18 Jul 2012 17:03
URI: http://repository.usp.ac.fj/id/eprint/1255
UNSPECIFIED

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