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 contribution

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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 Sep 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
CountryGreece
CityThessaloniki
Period29/08/1930/08/19
Internet address

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Keywords

  • SERVQUAL
  • Emergency services
  • Service quality

Cite this

Bruce, D., Cano, M., & Viza, E. (2019). Are current SERVQUAL dimensions applicable for measuring service quality within the Scottish emergency services? In Proceedings of the 22nd Excellence in Services International Conference: Perotis College, Thessaloniki (Greece), 29 and 30 August 2019 (pp. 57-73). http://sites.les.univr.it/eisic/wp-content/uploads/2019/11/5-Bruce-Cano-Viza-2.pdf