Measuring Services Quality: Tabuk Municipal
Saleh Hamed Alharbi *
Department of Management, Faculty of Business Administration, Tabuk University, Tabuk, Saudi Arabia
Omer Ahmed Sayed
Department of Finance and Investment, Faculty of Business Administration, Tabuk University, Tabuk, Saudi Arabia
*Author to whom correspondence should be addressed.
Abstract
This study evaluates service quality in Tabuk Municipality and tries to identify employee constraints of providing better service. The study used SERVPERF presented by Cronin and Taylor [2] to explore client perceptions of the service quality provided by municipal Tabuk. Interviews with Tabuk Municipality employees were then conducted, which focused on issues raised in the questionnaire analysis. Statistical analyses revealed a positive relationship between the tangible dimension and quality of service. Interviewees indicated that municipal employees require additional training to improve their skills in working with the public. Moreover, employees viewed incentives as an important avenue for improving the quality of services provided.
Keywords: Service quality, public sector, customer, Saudi Arabia