Are current SERVQUAL dimensions applicable for measuring service quality within the Scottish emergency services?

Deborah Bruce, Michele Cano*, Evi Viza

*Corresponding author for this work

    Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

    73 Downloads (Pure)

    Abstract

    Purpose
    The purpose of this study is to understand whether the SERVQUAL tool could be applied to measure internal service quality in the Emergency Services and examine what internal customers of this sector view as essential elements of service quality.

    Methodology
    A qualitative approach, focus groups with 8 participants from police and ambulance services, was used to collect data as part of the research.

    Findings
    The findings of this primary research revealed that the concepts of service quality and the internal customer were not widely understood within this sector. The results also indicated that the current dimensions of service quality did capture the essential characteristics of internal service quality within the emergency services with assurance and empathy featuring heavily.

    Practical Implications
    The results indicate that an adapted version of SERVQUAL with additional dimensions of ‘wellbeing; and ‘resourcing’ can be successfully utilised for measuring service quality in the emergency services.

    Originality/value
    This work adds contribution to existing knowledge in Service Quality research within the emergency services and will be of value to professionals and researchers in this field.
    Original languageEnglish
    Title of host publicationProceedings of the 22nd Excellence in Services International Conference
    Subtitle of host publicationPerotis College, Thessaloniki (Greece), 29 and 30 August 2019
    Place of PublicationItaly
    Pages57-73
    Number of pages17
    Publication statusPublished - 30 Sept 2019
    EventThe 22nd Excellence in Services International Conference - Perrotis College, Thessaloniki, Greece
    Duration: 29 Aug 201930 Aug 2019
    http://sites.les.univr.it/eisic/wp-content/uploads/2019/01/Call-for-papers-EISIC-2019.pdf

    Conference

    ConferenceThe 22nd Excellence in Services International Conference
    Country/TerritoryGreece
    CityThessaloniki
    Period29/08/1930/08/19
    Internet address

    Keywords

    • SERVQUAL
    • Emergency services
    • Service quality

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