Main Body
Public service delivery is termed as quality observed if it leads to match between demand (expectation) and supply. Quality encompasses two dimensions - (1) Mode of delivery, (2) Mode of outcome. By both delivery & outcomes are of high standard service is termed a quality. [Components of Service Quality] - SERQUAL model argue for five components of service quality - (R) Reliability (A) Accessibility (T) Tangibility (E) Empathy (R) Responsiveness. So, ways and means to ensure service quality depends on addressing both demand & supply side factors. [Servquan Model] an recommended by 2nd ARC can be used to ensure quality in terms of efficiency, economy and effectiveness.
— ANKUR TRIPATHI
- Detailed explanation of SERQUAL model components
- Clear framework for understanding service quality
- Reference to 2nd ARC recommendations
ANKUR TRIPATHI
Public Service
Service Quality
SERQUAL and Service Quality Components
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analytical
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