Concepedia

Public service quality evaluation with SERVQUAL and AHP-TOPSIS: A case of Philippine government agencies

Lanndon Ocampo, Jovir Alinsub, Ruselle Anne Casul, Germellie Enquig, Mitzi Luar, Noche Panuncillon, Miriam F. Bongo, Christine Omela Ocampo

Socio-Economic Planning Sciences · 2017 · 118 citations · 49 references

Concepts

ManagementPublic AdministrationQuality ManagementPerformance MeasurementPublic Service DeliveryTotal Quality ManagementPublic Sector Performance ManagementQuality MeasurementService Performance MeasurementService QualityService Quality AssuranceService Quality ImprovementPublic Sector Service QualityPublic Service EvaluationService Quality AssessmentService Quality MeasurementService Quality Models

References

49

SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml · Zenodo (CERN European Organization for Nuclear Research) · 1988 · 21.2K citations · Full text

Business, Marketing, Marketing Management +12

A Conceptual Model of Service Quality and Its Implications for Future Research

A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry · Journal of Marketing · 1985 · 17.2K citations

Management, Marketing, Quality Management +16

A Conceptual Model of Service Quality and Its Implications for Future Research

A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry · Journal of Marketing · 1985 · 10K citations

Management, Marketing, Quality Management +16

Measuring Service Quality: A Reexamination and Extension

J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1992 · 8.9K citations

Business, Marketing, Marketing Management +13

The analytic hierarchy process—what it is and how it is used

Rozann W. Saaty · Mathematical Modelling · 1987 · 5.1K citations

Business, Information Systems, Management Information Systems +9