Authors: Surendra Kansara
Addresses: Tata Institute of Social Sciences, V.N. Purav Marg, Eden Gardens, Deonar, Mumbai, Maharashtra 400088, India
Abstract: The concept of quality is recognised as an essential tool in attaining operational efficiency and ultimate performance regardless of whether the product is tangible and intangible, like services. Many issues relating to the methodology for measuring the service quality emerged to make it operational. The presented research employs the SERVQUAL scale in gauging service quality of services offered by the water supply department of a municipal corporation. The research also attempts to validate its application. The service dimensions as prescribed by Parasuraman et al. (1985) employed as a measure of service quality. Five-point Likert scale measurement items in a questionnaire used to measure the service dimensions. Data was collected through a survey administered to service users. The principal component analysis (PCA) was performed to validate the factor classification. The gaps (Parasuraman et al., 1985) in the service as offered by the water supply department of a municipal corporation is calculated.
Keywords: public service; service quality; principal component analysis; PCA.
International Journal of Productivity and Quality Management, 2020 Vol.29 No.1, pp.94 - 108
Received: 09 Sep 2018
Accepted: 07 Nov 2018
Published online: 10 Jan 2020 *