389
Views
3
CrossRef citations to date
0
Altmetric
Articles

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

&

REFERENCES

  • Accounts Commission for Scotland. (1999). Can’t get no satisfaction: Using a gap approach to measure service quality, December, developed from Parasuraman et al., 1990, pp. 1–29. Retrieved from http://www.audit-scotland.gov.uk/docs/local/2000/nr_000627_GAP_service_quality.pdf
  • Akan, P. (1995). Dimensions of service quality: a study in Istanbul, Managing Service Quality, 5(6), 39–43.
  • Andrews, M. (2013, October). Explaining positive deviance in public sector reforms in development, Working Paper No. 267, Center of International Development at Harvard University, pp. 1–32. Retrieved from http://www.hks.harvard.edu/var/ezp_site/storage/fckeditor/file/pdfs/centers-programs/centers/cid/publications/faculty/wp/267_Andrews_Explaining%20positive%20deviance.pdf
  • Aspfors, E. (2010). Customer perception of service, store image and product assortment – from an interior store perspective, Degree Program of International Business, Vaasa University of Applied Sciences, pp. 1–71. Retrieved from http://www.theseus.fi/bitstream/handle/10024/16719/Aspfors_Emma.pdf?sequence
  • Avkiran, N. K. (1994). Developing an instrument to measure customer service quality in branch banking, International Journal of Bank Marketing, 12(6), 10–18.
  • Babakus, E. & Mangold, W.G. (1992). Adapting the SERVQUAL scale to hospital services: An empirical investigation, Health Service Research, 26(6), 767–86.
  • Bateson. (1995). SERVQUAL: review, critique, research agenda. European Journal of Marketing, 30(1), 8–32.
  • Brooks, R. F., Lings, I. N., &Botschen, M.A. (1999). Internal marketing and customer driven wave fronts. Service Industries Journal, 19(4), 49–67.
  • Bryman, A., & Bell, E. (2007). Business research methods (2nd. ed.). Oxford, UK: Oxford University Press.
  • Brysland, A., & Curry, A. (2001). Service improvements in public services using SERVQUAL. Managing Service Quality, 11(6), 389–401.
  • Buttle, F. (1996). SERVQUAL: Review, critique, research agenda. European Journal of Marketing, 30(1), 8–32.
  • Carman, J. M. (1990). Consumer perceptions of service quality. Journal of Retailing, 66, 33–55.
  • Chang, J. C. (2008). Taiwanese tourists perceptions of service quality on outbound guided package tours: A qualitative examination of the SERVQUAL dimensions. Journal of Vacation Marketing, 15(2), 164–178.
  • Chang, T. Z. & Chen, S. J. (1998). Market orientation, service quality and business profitability: A conceptual model and empirical evidence. Journal of Services Marketing, 12(4), 246–64.
  • Chaston, I. (1994). Internal customer management and service gaps within the UK manufacturing sector. International Journal of Operations and Production, 14(9), 45–56.
  • Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 6(July), 55–68.
  • Curry, A. (1999). Innovation in public service management. Managing Service Quality, 9(3), 180–190.
  • Dale, B. G. (2003). Managing quality (4th ed.). Oxford, UK: Blackwell publishing Ltd.
  • Donnelly, M., Kerr, N. J., Rimmer, R., & Shiu, E. M. (2006). Assessing the quality of police services using SERVQUAL, Policing and International Journal of Police Strategies & Management, 29(1), 92–105.
  • Edvardsen, B., Tomasson, B. & Ovretveit, J. (1994). Quality of service: Making it really work. New York, NY: McGraw-Hill.
  • Edvardsson, B. (2005). Guru’s view. Service quality: beyond cognitive assessment, Managing Service Quality, 15(2), 127–131.
  • Edvardsson, B., Larsson, G., & Setterlind, S. (1997). Internal service quality and the psychological work environment: An empirical analysis of conceptual interrelatedness, Service Industries Journal, 17(2), 252–63.
  • Finn, D., & Lamb, C. (1991). An evaluation of the SERVQUAL scale in a retailing setting, Advances in Consumer Research, 18, 483–490.
  • Gabbie, O., & O’Neill, M.A. (1996). SERVQUAL and the Northern Ireland hotel sector: A comparative analysis – Part 1, Managing Service Quality, 6(6), 25–32.
  • Gržinić, J. (2007). Concepts of service quality measurement in hotel industry, Economic Thought and Practice, 16(1), 81–98, Retrieved May 18, 2014, from http://hrcak.srce.hr/file/24337
  • Guru, C. (2003). Tailoring e-service quality through CRM. Managing Service Quality, 13(6), 20–531.
  • Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty and profitability: An empirical study. International Journal of Service Industry Management, 7(4), 27–42.
  • Johns, N., & Tyas, P. (1996). Use of service quality gap theory to differentiate between food service outlets. The Service Industries Journal, 16(3), 321–346.
  • Johnson, W. C., & Sirikit, A. (2002). Service quality in the Thai telecommunication industry: A tool for achieving a sustainable competitive advantage. Management Decision, 40(7), 693–701.
  • Karan, M. F. (2010). Public sector reforms in Fiji: A case study of Telecom Fiji Limited (Master of commerce thesis). University of the South Pacific, 1–174. Retrieved from http://unpan1.un.org/intradoc/groups/public/documents/apcity/unpan046792.pdf
  • Khan, M. (2003). ECOSERV: Ecotourists’ quality expectations. Annals of Tourism Research, 30(1), 109–124.
  • Krishna Naik, C. N., Gantasala, S. B., & Prabhakar, G.V. (2010). Service quality (Servqual) and its effect on customer satisfaction in retailing. European Journal of Social Sciences, 16(2), 231–243.
  • Kulasin, D., & Fortuny-Santos, J. (2005, November 09-12). Review of the Servqual concept, In 4th Research/expert conference with international participation, Quality 2005 Fojnica, B&H, 133–139, Retrieved from http://www.quality.unze.ba/zbornici/QUALITY%202005/021-Q05-005.pdf
  • Kumra, R. (2008) Service Quality in Rural Tourism: A Perspective Approach, Conference on Tourism in India-Challenges Ahead, India, pp.424–431.
  • Leonard, F. S., & Sasser, W.E. (1982). The incline of quality. Harvard Business Review, 60(5), 163–171.
  • Lewis, B.R. & Mitchell, V.W. (1990). Dimensions of service quality: A study in Istanbul. Managing Service Quality, 5(6), 39–43.
  • Lings, I. N., & Brooks, R. F. (1998). Implementing and measuring the effectiveness of internal marketing. Journal of Marketing Management, 14, 325–351.
  • Lovelock, C., & Wirtz, J. (2007). Service marketing – People, technology, strategy ( p. 420). Pearson Prentice Hall.
  • Lovelock, C., & Wright, R. (2002). Principles of service marketing and management (2nd ed., pp.265–266). Upper Saddle River, NJ: Pearson Education Inc.
  • Luk, Sh.T.K., & Layton, R. (2002). Perception gaps in customer expectations: Managers versus service providers and customers. The Service Industries Journal, 22(2), 109–128.
  • MORI Social Research Institute. (2002). Public service reform: Measuring and understanding customer satisfaction, UK: A MORI review of the Office of Public Services Reform, Prime Minister’s Office. Retrieved from http://www.ipsos-mori.com/DownloadPublication/1202_sri_local_gov_public-service_reform_measuring_and_understanding_customer_satisfaction_042002.PDF
  • Newman, K. (2001). Interrogating SERVQUAL: A critical assessment of service quality measurement in a high street retail bank. International Journal of Bank Marketing, 19(3), 126–139.
  • OECD. (2008). Ireland: Towards an integrated public service, OECD Public Management Reviews ( p.170), Paris, France: OECD Publishing.
  • Oliver, R. L. (1980). A cognitive model of antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 27, 460–469.
  • Oosterom . W. (2007). The road ahead for public service delivery: Delivering on the customer promise, Public Sector Research Centre, PriceWaterhouseCoopers, pp.1–68. Retrieved from http://www.iccs-isac.org/en/pubs/the_road_ahead_for_public_service_delivery.pdf
  • Orgeron, C.P. & Goodman, D. (2011). Evaluating citizen adoption and satisfaction of e- government. International Journal of Electronic Government Research, 7(3), 57–78.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(3), 41–50.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–43.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perception and expectations. New York: The Free Press.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). Perceived service quality as a customer-based performance measure: An empirical examination of organisational barriers using an extended service quality model. Human Resource management, 30(3), 334–335.
  • Ramsaran-Fowdar, R. R. (2007). Developing a service quality questionnaire for the hotel industry in Mauritius. Journal of Vacation Marketing, 13(1), 17–19.
  • Reddy, N. (1997, November 6-8). The implications of public sector reforms on human resource management in the South Pacific: the case of Fiji, In Paper presented in conference on Human resources and Future Generations in Islands and small states, Valetta, Malta: University of Malta.
  • Sahney, S., Banwet, D. K., & Karunes, S. (2004). A SERVQUAL and QFD approach to total quality education: A student perspective. International Journal of Productivity and Performance Management, 53(2), 143–166.
  • Saleh, F., & Ryan, C. (1991). Analysing service quality in the hospitality industry using the SERVQUAL model. The Service Industries Journal, 11(3), 324–343.
  • Sargeant, A., & Kaehler, J. (1998). Factors of patient satisfaction with medical services: The case of G.P. practices in the U.K. Health Marketing Quarterly, 16(1), 55–77.
  • Schacter, M. (2000, December). Public sector reform in developing countries: Issues, lessons & future directions. Ottawa, Canada: Prepared for policy branch Canadian international development agency.
  • Secretariat of the Pacific Community (2008). Fiji Islands Maritime Safety Administration [FIMSA] reorganisation. Retrieved from http://www.spc.int/maritime/index.php?option=com_content&task=view&id=92&Itemid=1
  • Shahin, A. (2006). SERVQUAL and model of service quality gaps: A framework for determining and prioritizing critical factors in delivering quality services, In Partha Sarathy, V. (Ed.), Service quality – An introduction (pp.117–131), Andhra Pradesh: ICFAI University Press.
  • Sharma, U., & Lawrence, S. (2009). Global remedies for local needs: Corporate governance and public sector reforms in Fiji. Pacific Accounting Review, 21(3), 260–285.
  • Shekarchizadeh, A., Rasli, A., & Hon-Tat, H. (2011). SERVQUAL in Malaysian universities: Perspectives of international students. Business Process Management, 17(1), 67–81.
  • Silvestro, R., & Cross, S. (2000). Applying service profit chain in a retail environment. International Journal of Service Industry Management, 11(3), 244–68.
  • Stylianou, K. (2006). Assessing service quality in Cyprus mobile telecommunication industry: A case study of CYTA and Areeba. In Dissertation for degree of MA in Marketing (pp. 30, 65), Nottingham, UK: University of Nottingham. Retrieved from http://edissertations.nottingham.ac.uk/578/1/06MAlixks11.pdf.
  • Sureshchander, G. S., Rajendran, C., & Anatharaman, R. N. (2002). The relationship between service quality and customer satisfaction: A factor specific approach. Journal of Services Marketing, 16(4), 363–379.
  • The Asian Development outlook (2004). Economic trends in prospects in developing Asia. Retrieved from www.vanuatu.usp.ac.fj/library/Online/Vanuatu/Asian.htm
  • Udo, G. J., Bagchi, K. K., & Kirs, P.J. (2011). Using SERVQUAL to assess the quality of E-learning. Computers and Human Behaviour, 27(3), 1272–1283.
  • Vazquez, R., Bosque, I. A., Diaz, A. M., & Ruiz, A. V. (2001). Service quality in supermarket retailing: identifying critical service experiences. Journal of Retailing and Consumer Services, 8, 1–14.
  • Wilson, N. Hall, T., & Fields, D. (2011). Measuring retail service quality in farm cooperative. International Food and Agricultural Business Management Review, 14(1), 1–22.
  • Wisniewski, M. (2001). Using SERVQUAL to assess customer satisfaction with public sector services. Managing Service Quality, 11(6), 380–388.
  • Wisniewski, M. (2001a). Assessing customer satisfaction with local authority services using SERVQUAL. Total Quality Management, 12(7) 995–1002.
  • Wisniewski, M., & Donnelly, M. (1996). Measuring service quality in the public sector: the potential for SERVQUAL. Total Quality Management and Business Excellence, 4, 357–366.
  • Zeithaml, V. A., & Bitner M. J. 2000. Services marketing: integrating customer focus across the firm, New York, NY: McGraw-Hill.
  • Zeithaml, V., Bitner, M., & Gremler, D. (2006). Service marketing: integrating customer focus across the firm. New York: McGraw-Hill.
  • Zeithaml, V. A., Bitner, M. J., & Gremler D. D. (2009). Services marketing: integrating customer focus across the firm, International edition. (5th ed.). Singapore, Asia: McGraw-Hill Education.
  • Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service; balancing customer perceptions and expectations. New York, NY: The Free Press.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.