Foster G, Newman KThe Service Industries Journal, (UK), Vol 18 No 4
Start page: 51. No of pages: 15
Examines whether the SERVQUAL method of assessing service quality can be applied to a local authority town planing and development control service. Notes the differences between services in the public sector and commercial services not least in their monopolistic nature and regulatory function. Describes a study of 504 users of the planning department of UK local authority, the Royal Borough of Kensington & Chelsea, applying the SERVQUAL approach. Shows a difference from findings in the private sector especially in the significance of reliability as a measure of service quality. Concludes by reporting that the Borough has used the findings to identify ways in which it can improve its service to planning applicants and objectors to planning proposals.
Subject(s): SERVICE QUALITY, PUBLIC ADMINISTRATION, MEASUREMENT, UNITED KINGDOM, LOCAL GOVERNMENT
Database: MLA: Marketing & Logistics Abstracts MQA: Management of Quality Abstracts WHA: World Trends Hospitality & Tourism Abstracts RMI: Rapid Management Intelligence
Style: Theoretical with application in practice
ISSN: 0264-2069. Reference: 28AC754
Reproduced by permission of Anbar Management Intelligence http://www.anbar.co.uk/management/home.htm