Conceptualising the perceived service quality of public utility services : a multi-level, multi-dimensional model
By: BAI, Changhong
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Contributor(s): LAI, Fujun | CHEN, Ye | HUTCHINSON, Joe.
Material type: 
ArticlePublisher: Oxfordshire, UK : Taylor & Francis, September-October 2008Total quality management & business excellence 19, 9-10, p. 1055-1070Abstract: 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
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
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