Title: How demographic differences influence customer satisfaction with the public service delivery in Fiji
Authors: Gurmeet Singh, Mahendra Reddy, Neelesh Gounder
Addresses: School of Management & Public Administration, The University of The South Pacific, Suva, Fiji. ' Faculty of Commerce, Hospitality and Tourism Studies, Fiji Institute of Technology, Suva, Fiji. ' Department of Accounting, Finance and Economics, Griffith Business School, Griffith University, Nathan, QLD 4111, Australia
Abstract: This study has used quantitative modelling to examine how respondent specific factors could affect customer|s service satisfaction determine the quality of service they receive. Results reveal that in terms of poor services, Government Health services are given the lowest rating. Other government services, transportation sector and service stations are also rated as poor services providers. Interestingly, attributes such as cost efficiency, gender and ethnic discrimination, security and availability of parking space are the key factors that affect customer satisfaction. The advanced probit model analysis reveals that the age, gender and ethnicity may also factor into the equation of service delivery.
Keywords: customer satisfaction; public services; standards; probit model; satisfaction levels; public service delivery; Fiji; health services; demographics; transport; cost efficiency; gender discrimination; ethnic discrimination; security; parking spaces; age; ethnicity.
International Journal of Services and Standards, 2009 Vol.5 No.3, pp.276 - 289
Published online: 22 Sep 2009 *Full-text access for editors Access for subscribers Purchase this article Comment on this article