Demographic predictors of service satisfaction in Greek public organizations

Emerald - Tập 11 Số 2 - Trang 32-43 - 2007
Zoe S.Dimitriades1, Theodore S.Maroudas1
1University of Macedonia, Thessaloniki, Greece

Tóm tắt

PurposeThe study aims to extend satisfaction research by investigating potential gender and age effects on perceptions of satisfaction in a public service environment.Design/methodology/approachUsing the SERVPERF instrument, responses from a sample of 425 citizen‐customers are examined using factor analysis, reliability analysis, and t‐test to determine whether gender and age differences are present.FindingsResults illustrate that gender and age significantly affect satisfaction, in line with hypotheses. Specifically, the data show that male and older individuals tend to evaluate differently and to rate higher the level of experienced satisfaction, compared with female and younger citizen‐customers.Research limitations/implicationsThis research focused on only one service sector, that of public services. As with any other study utilizing one service setting, this investigation should be replicated to provide validation across other servicescapes and/or national contexts.Originality/valueThe paper offers insights into gender and age effects on evaluations of service satisfaction in public organizations.

Từ khóa


Tài liệu tham khảo

Barsky, J. (1995), World‐Class Customer Satisfaction, Irwin Professional, Burr Ridge, IL.

Batchelor, C., Owens, D.J., Read, M. and Bloor, M. (1994), “Patient satisfaction studies: methodology, management and consumer evaluation”, International Journal of Health Care Quality Assurance, Vol. 7 No. 7, pp. 22‐30.

Bolton, R.N. and Drew, J.H. (1994), “Linking customer satisfaction to service operations and outcomes”, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, CA, pp. 173‐200.

Brady, M.K., Cronin, J.J. and Brand, R.R. (2002), “Performance‐only measurement of service quality: a replication and extension”, Journal of Business Research, Vol. 55 No. 1, pp. 17‐31.

Brown, T.J., Churchill, G.A. and Peter, J.P. (1993), “Improving the measurement of service quality”, Journal of Retailing, Vol. 69 No. 1, pp. 127‐39.

Brysland, A. and Curry, A. (2001), “Service improvements in public services using SERVQUAL”, Managing Service Quality, Vol. 11 No. 6, pp. 389‐401.

Choi, K.S., Lee, H., Kim, C. and Lee, S. (2005), “The service quality dimensions and patient satisfaction relationships in South Korea: comparisons across gender, age and types of service”, Journal of Service Marketing, Vol. 19 No. 3, pp. 140‐9.

Clinton, B. and Gore, A. (1994), “Putting customers first: standards for serving the American people: report of the National Performance Review”, US Government Printing Office, Washington, DC, September.

Comrey, A. (1978), “Common methodological problems in factor analyst studies”, Journal of Clinical and Consulting Psychology, Vol. 46 No. 1, pp. 648‐59.

Conway, J.M. and Huffcutt, A.I. (2003), “A review and evaluation of exploratory factor analysis practices in organizational research”, Organizational Research Methods, Vol. 6 No. 2, pp. 147‐68.

Cronin, J.J. and Taylor, S.A. (1992), “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56, July, pp. 55‐68.

Cui, C.C., Lewis, B.R. and Park, W. (2003), “Service quality measurement in the banking sector in South Korea”, International Journal of Bank Marketing, Vol. 21 No. 4, pp. 191‐201.

Donnelly, M. and Shiu, E. (1999), “Assessing service quality and its link with value for money in a UK local authority's housing repairs service using the SERVQUAL approach”, Total Quality Management, Vol. 10 No. 4 and 5, pp. S498‐S506.

Donnelly, M., Wisniewski, M., Dalrymple, J. and Curry, A. (1995), “Measuring service quality in local government: the SERVQUAL approach”, International Journal of Public Sector Management, Vol. 8 No. 7, pp. 15‐20.

Edgett, S. and Parkinson, S.T. (1993), “Marketing for service industries: a review”, Service Industries Journal, Vol. 13 No. 3, pp. 19‐39.

Fornell, C. (1992), “A national customer satisfaction barometer: the Swedish Experience”, Journal of Marketing, Vol. 69 No. 1, pp. 61‐103.

Grönroos, C. (1984), “A service quality model and its marketing implications”, European Journal of Marketing, Vol. 1 No. 1, pp. 19‐25.

Gumus, M. and Koleoglu, N. (2002), “Factor analysis on service attributes of Canakkale municipality”, The TQM Magazine, Vol. 14 No. 6, pp. 373‐5.

Gutek, B.A. (1995), The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions, Jossey‐Bass, San Francisco, CA.

Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), Multivariate Data Analysis, 5th ed., Prentice‐Hall International, London.

Hansman, H. and Schutjens, V. (1993), “Dynamics in market segmentation: a demographic perspective on age‐specific consumption”, Marketing and Research Today, Vol. 21 No. 3, pp. 139‐47.

Hunt, H.K. (1977), “CS/D overview and future research directions”, in Hunt, H.K. (Ed.), Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, Marketing Science Institute, Cambridge, MA, pp. 455‐8.

Leisen, B. and Vance, C. (2001), “Cross‐national assessment of service quality in the telecommunication industry: evidence from the USA and Germany”, Managing Service Quality, Vol. 11 No. 5, pp. 307‐17.

Llusar, J. and Zornoza, C. (2000), “Validity in perceived quality measurement models: an empirical investigation in Spanish ceramic companies”, International Journal of Quality & Reliability Management, Vol. 17 No. 8, pp. 899‐918.

Mangelsdorff, A.D. (1979), “Patient satisfaction questionnaire”, Medical Care, Vol. 17, pp. 86‐90.

Nicholls, J.A.F., Gilbert, G.R. and Roslow, S. (1998), “Parsimonious measurement of customer satisfaction with personal service and the service setting”, Journal of Consumer Marketing, Vol. 15 No. 3, pp. 239‐53.

Nunnally, J.C. (1988), Psychometric Theory, McGraw‐Hill, Englewood Cliffs, NJ.

Oliver, R.L. (1996), Satisfaction: A Behavioral Perspective on the Consumer, McGraw‐Hill, New York, NY.

Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple‐item scale for measuring consumer perceptions of the service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12‐40.

Quester, P., Wilkinson, J.W. and Romaniuk, L.L. (1995), “A test of four service quality measurement scales: the case of the Australian advertising industry”, Working Paper 39, Graduate School of Management, Centre de Recherche, et d'Etudes Appliquées, Group esc Nantes Atlantique, Nantes.

Redman, T. and Mathews, B.R. (1998), “Service quality and human resource management: a review and research agenda”, Personnel Review, Vol. 27 No. 1, pp. 57‐77.

Siehl, C. and Bowen, D.E. (1991), “The role of rites of integration in service delivery”, International Journal of Service Industry Management, Vol. 2 No. 1, pp. 15‐34.

Spathis, C., Petridou, E. and Glaveli, N. (2005), “Managing service quality in banks: customers' gender effects”, Managing Service Quality, Vol. 14 No. 1, pp. 90‐102.

Stafford, M.R. (1996), “Demographic discriminators of service quality in the banking industry”, The Journal of Services Marketing, Vol. 10 No. 4, pp. 6‐22.

Ueltschy, L.C. and Krampf, R.F. (2001), “Cultural sensitivity to satisfaction service quality measures”, Journal of Marketing Theory and Practice, Vol. 9 No. 3, pp. 14‐31.

Veloutsou, C., Gilbert, R.G., Moutinho, L.A. and Good, M.M. (2005), “Measuring transaction‐specific satisfaction in services”, European Journal of Marketing, Vol. 39 Nos 5‐6, pp. 606‐28.

Williams, S.J. and Calnan, M. (1991), “Convergence and divergence: assessing criteria of consumer satisfaction across general practice, dental and hospital care settings”, Social Science Medicine, Vol. 33 No. 6, pp. 707‐16.

Yüksel, A. and Rimmington, M. (1998), “Customer‐satisfaction measurement”, Cornell Hotel & Restaurant Administration Quarterly, Vol. 39 No. 6, pp. 60‐7.

Zhou, L. (2004), “A dimension‐specific analysis of performance‐only measurement of service quality and satisfaction in China's retail banking”, Journal of Services Marketing, Vol. 18 No. 7, pp. 534‐46.

Wisniewski, M. (2001), “Using SERVQUAL to assess customer satisfaction with public sector services”, Managing Service Quality, Vol. 11 No. 6, pp. 380‐8.

Thông tin
Thông tin xuất bản

Emerald

Tập 11 Số 2

32-43

Thông tin tác giả