Evaluating Consumer Perceptions of Government Services Quality

Authors

Nese Nasif, University of Wisconsin-La Crosse
Xiaojing Sheng, The University of Texas Rio Grande ValleyFollow
Joel Chilsen, University of Wisconsin-La Crosse,

Document Type

Article

Publication Date

4-11-2020

Abstract

Finding effective measures of service quality has been a marketing research priority. This investigation proposes that consumers may evaluate government services quality on dimensions not previously considered. Consequently, current service quality assessment instruments may be insufficient in a public sector services context. Based on prior theory, seven distinguishing features of government service provision were delineated. Emergent themes of public sector services evaluations are evaluated. Findings include: (1) consumers consider co-creation obligations substantially in service quality evaluations; (2) dual roles of private consumer and public citizen are both present in government services consumption. Practical implications and future research are discussed.

Comments

© 2020 Taylor & Francis Group, LLC

https://www.tandfonline.com/share/S3PDYTBXHIJVDYIKMZ8U?target=10.1080/15332969.2020.1742981

Recommended Citation

Nasif, N., Sheng, X. and Chilsen, J. (2020) ‘Evaluating Consumer Perceptions of Government Services Quality’, Services Marketing Quarterly, 41(2), pp. 145–162. https://doi.org/10.1080/15332969.2020.1742981

Publication Title

Services Marketing Quarterly

DOI

10.1080/15332969.2020.1742981