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

PDF Restricted to Repository staff only Download (149kB) | Request a copy

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 - Waqairagata
Date Deposited:	08 Oct 2015 03:06
Last Modified:	26 Jan 2017 21:57
URI:	https://repository.usp.ac.fj/id/eprint/8457

Actions (login required)

View Item