Grey Relational Evaluation of Bulk Water Provision Service Quality Using the SERVQUAL Framework

Dados Bibliográficos

ID21475367
AutoresShireen M Ammar (West Bank Water Department, Palestinian Water Authority, Ramallah, Palestine), Yahya Saleh (0000-0001-8001-1276, An-Najah National University, autor correspondente), Yahya A Saleh (An-Najah National University)
Ano2023
Volume46
Fascículo1
Páginas69-84
Data de publicação2023-01-02
Open AccessNão
TipoARTICLE
PeriódicoInternational Journal of Public Administration (JOURNAL)
Identificadores do periódicoISSN: 0190-0692 • E-ISSN: 1532-4265
EditoraInforma UK Limited (PUBLISHER • GB)
DOI10.1080/01900692.2021.1984942
OpenAlexW3207854148
IdiomaEN
Citações recebidas1
Referências citadas45

Assessing the service quality of water provision is essential to minimize the gaps between customer expectations and perceptions. This study aims at assessing the bulk water provision service in the Palestinian Water Authority-West Bank Water Department (PWA-WBWD) based on the SERVQUAL framework using a novel approach of applying the grey relational analysis (GRA) model. The relevant data were collected from a randoSm sample of PWA-WBWD’s customers who are the bulk water provision suppliers. GRA model was used to rank the importance of the five SERVQUAL dimensions. Namely, GRA model revealed the following order of SEVQUAL dimensions; reliability, responsiveness, empathy, assurance, tangibility. Inferential non-parametric statistical tests were also conducted to test the study hypotheses. The results supported the significance of gaps in the five SERVQUAL dimensions. Also, the built multilinear regression model demonstrates the dependence of satisfaction on three SERVQUAL dimensions; reliability, responsiveness, and empathy. The relevant policy-makers are encouraged to improve the quality of their services

Business · Customer satisfaction · Empathy · Expectancy theory · Multilevel model · Service quality · SERVQUAL · Statistics · Consumer Behavior in Brand Consumption and Identification · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Mathematics · Psychology · Social Psychology · Marketing

Ferramentas

Abrir DOI