USP Electronic Research Repository

Public Sector Reforms and Service Quality Issues from the Perspective of the Small Island Developing States in Pacific: A Case of Fiji

Slack, Neale J. and Singh, Gurmeet (2015) Public Sector Reforms and Service Quality Issues from the Perspective of the Small Island Developing States in Pacific: A Case of Fiji. International Journal of Public Administration, 38 (10). pp. 712-723. ISSN 0190-0692

[img] PDF
Restricted to Repository staff only

Download (146Kb)

    Abstract

    The purpose of this article is to compare service quality of the Fiji Islands Maritime Safety Administration (FIMSA) and the Maritime Safety Authority of Fiji (MSAF). Using a structured questionnaire, data were collected from 200 Fiji maritime industry stakeholders. Research findings identified FIMSA and MSAF service delivery misalignment with customer expectations; customer’ expectations exceeded perceived customer service experiences of FIMSA and MSAF; and, perceived customer service experiences of MSAF were noticeably better than those of FIMSA.

    Item Type: Journal Article
    Subjects: J Political Science > JF Political institutions (General)
    Divisions: Faculty of Business and Economics (FBE) > School of Management and Public Administration
    Depositing User: Fulori Nainoca
    Date Deposited: 08 Oct 2015 15:06
    Last Modified: 27 Jan 2017 09:57
    URI: http://repository.usp.ac.fj/id/eprint/8457
    UNSPECIFIED

    Actions (login required)

    View Item

    Document Downloads

    More statistics for this item...