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Preliminary communication

MEASUREMENT OF LOCAL PUBLIC SERVICES’ QUALITY USING SERVQUAL: THE CASE OF DUBROVNIK

Marija Martinović ; University of Dubrovnik
Ivana Pavlić ; University of Dubrovnik
Meri Šuman Tolić ; University of Dubrovnik

Fulltext: english, pdf (251 KB) pages 593-610 downloads: 1.667* cite
APA 6th Edition
Martinović, M., Pavlić, I. & Šuman Tolić, M. (2017). MEASUREMENT OF LOCAL PUBLIC SERVICES’ QUALITY USING SERVQUAL: THE CASE OF DUBROVNIK. Ekonomska misao i praksa, (2), 593-610. Retrieved from https://hrcak.srce.hr/191296
MLA 8th Edition
Martinović, Marija, et al. "MEASUREMENT OF LOCAL PUBLIC SERVICES’ QUALITY USING SERVQUAL: THE CASE OF DUBROVNIK." Ekonomska misao i praksa, vol. , no. 2, 2017, pp. 593-610. https://hrcak.srce.hr/191296. Accessed 21 Sep. 2021.
Chicago 17th Edition
Martinović, Marija, Ivana Pavlić and Meri Šuman Tolić. "MEASUREMENT OF LOCAL PUBLIC SERVICES’ QUALITY USING SERVQUAL: THE CASE OF DUBROVNIK." Ekonomska misao i praksa , no. 2 (2017): 593-610. https://hrcak.srce.hr/191296
Harvard
Martinović, M., Pavlić, I., and Šuman Tolić, M. (2017). 'MEASUREMENT OF LOCAL PUBLIC SERVICES’ QUALITY USING SERVQUAL: THE CASE OF DUBROVNIK', Ekonomska misao i praksa, (2), pp. 593-610. Available at: https://hrcak.srce.hr/191296 (Accessed 21 September 2021)
Vancouver
Martinović M, Pavlić I, Šuman Tolić M. MEASUREMENT OF LOCAL PUBLIC SERVICES’ QUALITY USING SERVQUAL: THE CASE OF DUBROVNIK. Ekonomska misao i praksa [Internet]. 2017 [cited 2021 September 21];(2):593-610. Available from: https://hrcak.srce.hr/191296
IEEE
M. Martinović, I. Pavlić and M. Šuman Tolić, "MEASUREMENT OF LOCAL PUBLIC SERVICES’ QUALITY USING SERVQUAL: THE CASE OF DUBROVNIK", Ekonomska misao i praksa, vol., no. 2, pp. 593-610, 2017. [Online]. Available: https://hrcak.srce.hr/191296. [Accessed: 21 September 2021]

Abstracts
Public services are facing the necessity of the implementation of consumer-oriented business philosophies as well as quality management approach. This paper attempts to emphasize the importance of the consumers' assessment of the public service quality. According to that assessment, the difference between consumers' perceptions and expectations will be determined using SERVQUAL methodology. The research was conducted among 250 residents in Dubrovnik. The results reveal that there is a significant gap between the perceived and expected quality of the public service. Such insight leads to the conclusion that public service management should consider the importance of quality monitoring as the base for the total quality management application.

Keywords
local public services; service quality; SERQVUAL

Hrčak ID: 191296

URI
https://hrcak.srce.hr/191296

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