BAI, Changhong <br/><br/>
Conceptualising the perceived service quality of public utility services :  a multi-level, multi-dimensional model 

 - Oxfordshire, UK :  Taylor & Francis,  September-October 2008 
<br/><br/> Based on the data relevant to four public utility services (water, natural gas, electricity and thermoelectricity) collected by a personally administered on-site survey, the authors develop a model to assess the perceived service quality of public utility services. In the model, the perceived service quality of public utility services has a multi-level, multi-dimensional structure with three primary dimensions: outcome, environment and interaction. Eight sub-dimensions are also specified to measure these three primary dimensions. This study contributes to the literature by providing a conceptual model for the perceived service quality of public utility services. This study also provides insights and guidance for managers, government officials and community policy-makers in the measurement and management of service quality in public utility firms