What is service quality? How can it be improved? (150 words – 10 marks)

Service quality can be defined as the difference between customer expectations
and customer perceptions. If expectations are greater than the customer’s
perceptions about service experience and outcome, the perceived quality is not
satisfactory. This emphasizes the fact that in assessing service quality, it is the
perspective of the customer that should be given precedence.
Improving the quality of public services requires interventions on the supply as
well as the demand side. The supply-side factors are:
i. Establishing objectivity in service standards through mechanisms such as
citizen’s charters, Sevottam etc.
ii. Inculcating a service orientation by selecting and nurturing a good quality of
human capital.
iii. Providing scope for inspection and corrections through tools such as a
Grievance Redressal Mechanism, Whistleblower Protection etc.
iv. Information dissemination.
Demand-side factors promote citizen engagement and a citizen-centric culture
within administration. They include:
i) Information dissemination.
ii) Capacity building and Community mobilization.
iii) Grievance Redressal Mechanism.
iv) Institutionalisation of citizen engagement mechanisms.

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s