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dc.contributor.author
Papadopoulou, Theodora
en
dc.date.accessioned
2015-06-13T10:03:56Z
dc.date.available
2015-09-27T05:57:23Z
dc.date.issued
2015-06-13
dc.identifier.uri
https://repository.ihu.edu.gr//xmlui/handle/11544/308
dc.rights
Default License
dc.title
Measuring service quality in the public sector
en
heal.type
masterThesis
heal.secondaryTitle
Perceptions of employees in Greece (a case study)
en
heal.keyword
Dissertations, Academic
en
heal.keyword
Quality control
en
heal.keyword
Total quality management
en
heal.keyword
Quality assurance
en
heal.language
en
heal.access
free
el
heal.license
http://creativecommons.org/licenses/by-nc/4.0
heal.recordProvider
School of Economics, Business Administration and Legal Studies, MSc in Management
heal.publicationDate
2010-09
heal.bibliographicCitation
Papadopoulou N. Theodora, 2010, Measuring service quality in the public sector: perceptions of employees in Greece (a case study), Master's Dissertation, International Hellenic University
en
heal.abstract
The aim of this dissertation is to determine how employees of the Financial Services of Greece, (namely the Inland Revenue Service) view the functional quality of their services. The study focuses on the identification of employee perceptions and expectations of service quality and on the gap between the actual conditions and their expectations about ideal service delivery. Furthermore, this study tries to define which service quality dimensions present the greatest shortfalls based on employee perceptions and to link these shortfalls with attributes such as satisfaction and loyalty. The data collection method employed for the purposes of this research is based on a questionnaire drawing on the SERVQUAL model, which allows for comparisons between the aforementioned dimensions. The dissertation begins with the presentation of the international literature related to terms such as service quality, employee satisfaction and loyalty, public sector characteristics and analysis of the SERVQUAL model. It then proceeds with the methodology and the presentation of the gathered primary data, the statistical elaboration of which combined with the relative literature, lead to the conclusions drawn. The discussion is based on the literature and hypotheses presented on the relative chapter and provides important theoretical and managerial implications. The service quality of the targeted sample (the specific Service Department of the Inland Revenue Service) was found to be poor regarding employee perceptions. Employee satisfaction and loyalty presented also shortfalls. Finally, the dissertation provides recommendations for the improvement of the current situation in order to eliminate and minimize the negative impact that poor service quality has on employee performance and satisfaction.
en
heal.tableOfContents
Abstract ………………………………………………...…………………………
5
Acknowledgements ……………………………………………………...………..
6
1. Chapter 1: Introduction ………………………………………………………...
7
2. Chapter 2: Literature Review …………………………………………………..
10
2.1 Service quality ……………………………………………………...…
10
2.1.1 Characteristics of Services and Difficulties in the Service Supply Process ……………………………………………………………………………
10
2.1.2 Importance of the Perceived Service Quality and its Measurement ….
11
2.1.3 Employees and Service Quality ………………………………………
12
2.2 Service quality, employee satisfaction and loyalty …………………..
13
2.2.1 Service Quality and Satisfaction ……………………………………...
13
2.2.2 Service Quality, Satisfaction and Loyalty …………………………….
14
2.3 Public sector …………………………………………………………..
15
2.4 The SERVQUAL model ……………………………………………...
17
3. Chapter 3: Research methodology ……………………………………………
20
3.1 Research context and sample …………………………………………
20
3.2 Selection criteria for using case study as the best approach for this research …………………………………………………………………………...
21
3.3 The Questionnaire …………………………………………………….
21
3.4 The process …………………………………………………………..
23
4. Chapter 4: Data Analysis ……………………………………………………..
25
4.1 Reliability evidence …………………………………………………...
25
4.2 Descriptive statistics ………………………………………………….
25
4.3 Data analysis of service quality ………………………………………
26
4.4 Regression analysis …………………………………………………...
30
5. Chapter 5: Discussion ………………………………………………………….
34
5.1 Discussion of the findings …………………………………………….
35
5.1.1 Discussion of the first research question- H1: employee perceptions of service quality, satisfaction and loyalty are greater than their expectations………
35
5.1.1.1 The Dimension “tangibles”…………………………………………...
35
5.1.1.2 The Dimension “assurance” …………………………………………
36
4
5.1.1.3 The Dimension “responsiveness” ……………………………………
37
5.1.1.4 The Dimension “empathy” …………………………………………...
37
5.1.1.5 The Dimension “reliability” ………………………………………….
38
5.1.1.6 Overall Service quality, satisfaction and loyalty ……………………...
39
5.1.2 Discussion of the second research question- H2: Service quality dimensions and loyalty explain satisfaction variation. …………………………...
39
5.1.3 Discussion of the third research question- H3: Service quality dimensions and satisfaction explain loyalty variation …….……………………...
40
6. Chapter 6: Conclusion and recommendations …………………………………
42
6.1 Conclusion ……………………………………………………………
42
6.2 Recommendations for improvement ………………………………….
43
6.3 Limitation and future research ……………………………………….
44
References ………………………………………………………………………...
45
Appendix A: Questionnaire (Munhurrun et al., 2010a) …………………………..
53
Appendix B: The questionnaire in Greek ………………….……………………..
58
en
heal.advisorName
Petridou, Evgenia
en
heal.committeeMemberName
Petridou, Evgenia
en
heal.committeeMemberName
Plakogiannaki, Emmanouela
en
heal.committeeMemberName
Kondylis, Emmanouil
en
heal.academicPublisher
School of Economics, Business Administration and Legal Studies, MSc in Management
en
heal.academicPublisherID
ihu
heal.numberOfPages
62
heal.fullTextAvailability
true
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