Skip to main content

Measure What Matters: A Dual Outcome Service Quality Model for Government Service Delivery

Part of the Lecture Notes in Computer Science book series (LNISA,volume 12219)

Abstract

Measuring customer service quality evaluations has been important since the rise of the service industry and many models in this area have been published. Most models focus on one outcome with a set of predictors. These outcomes are often ill defined and concepts are used interchangeably causing issues in creating good and consistent measures of quality. In this study we develop a new model combining multiple outcome variables and a series of predictors to show the interdependent nature of service outcomes. We test the model using machine learning based on survey responses from 3702 Dutch people. The results indicate that two types of outcome variables are important; quality of the outcome and satisfaction with the process. Each is predicted in different ways by four dimensions. This means governments could benefit from a better specification of the desired outcomes of service delivery and targeted measurement approaches.

Keywords

  • Service quality
  • Service delivery
  • Machine learning
  • Gradient boosted decision trees

This is a preview of subscription content, access via your institution.

Buying options

Chapter
USD   29.95
Price excludes VAT (USA)
  • DOI: 10.1007/978-3-030-57599-1_11
  • Chapter length: 13 pages
  • Instant PDF download
  • Readable on all devices
  • Own it forever
  • Exclusive offer for individuals only
  • Tax calculation will be finalised during checkout
eBook
USD   109.00
Price excludes VAT (USA)
  • ISBN: 978-3-030-57599-1
  • Instant PDF download
  • Readable on all devices
  • Own it forever
  • Exclusive offer for individuals only
  • Tax calculation will be finalised during checkout
Softcover Book
USD   139.99
Price excludes VAT (USA)
Fig. 1.
Fig. 2.

References

  1. Parasuraman, A., Zeithaml, V.A., Berry, L.L.: SERQUAL a multiple-item scale for measuring consumer perceptions of service quality. J. Retail. 64, 12 (1988). https://doi.org/10.1016/S0148-2963(99)00084-3

    CrossRef  Google Scholar 

  2. Cronin, J.J., Taylor, S.A.: Measuring service quality: a reexamination and extension. J. Mark. (1992). https://doi.org/10.2307/1252296

    CrossRef  Google Scholar 

  3. Davis, F.D.: Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Q. Manag. Inf. Syst. (1989). https://doi.org/10.2307/249008

    CrossRef  Google Scholar 

  4. Papadomichelaki, X., Mentzas, G.: e-GovQual: a multiple-item scale for assessing e-government service quality. Gov. Inf. Q. 29, 98–109 (2012). https://doi.org/10.1016/j.giq.2011.08.011

    CrossRef  Google Scholar 

  5. Alanezi, M., Kamil, A., Basri, S.: A proposed instrument dimensions for measuring e-government service quality. Int. J. u-and e-Serv. Sci. Technol. 3, 1–18 (2010)

    Google Scholar 

  6. Institute for Citizen-Centered Service: Citizen First 2018, Ontario (2018)

    Google Scholar 

  7. Research, I.: De kwaliteit van de overheidsdienstverlening 2015 (2016)

    Google Scholar 

  8. Donnelly, M., Dalrymple, J.F., Wisniewski, M., Curry, A.C.: The portability of the SERVQUAL scale to the public sector. In: Kanji, G.K. (ed.) Total Quality Management, pp. 271–274. Springer, Dordrecht (1995). https://doi.org/10.1007/978-94-011-0539-2_39

    CrossRef  Google Scholar 

  9. Shieff, D.: Service quality components and group criteria in local government. Int. J. Serv. Ind. Manag. (1993). https://doi.org/10.1108/09564239310044280

    CrossRef  Google Scholar 

  10. Melo, A.I., Goncalo, S., Lima, R.: Measuring the quality of health services using SERVQUAL: evidence from Portugal. In: Handbook of Research on Modernization and Accountability in Public Sector Management, pp. 300–3187. IGI Global (2018)

    Google Scholar 

  11. Setiajit, D.G., Utomo, A.: A servqual measurement of public service from motor vehicle taxation office (SAMSAT) in Indonesia. J. Karya Dosen ITN Malang, 76–82 (2017)

    Google Scholar 

  12. Ocampo, L., et al.: Public service quality evaluation with SERVQUAL and AHP-TOPSIS: a case of Philippine government agencies. Socioecon. Plann. Sci. 68, 10064 (2019)

    CrossRef  Google Scholar 

  13. van Deursen, A.J.A.M., Pieterson, W.: The Internet as a service channel in the public sector. In: ICA Conference, Dresden, Germany (2006)

    Google Scholar 

  14. Nguyen, M.H.: A study on evaluation of e-government service quality. Int. J. Soc. Manag. Econ. Bus. Eng. 8, 16–19 (2014)

    Google Scholar 

  15. Sang, S., Lee, J.D.: A conceptual model of e-Government acceptance in public sector. In: Proceedings of the 3rd International Conference on Digital Society, ICDS 2009 (2009). https://doi.org/10.1109/ICDS.2009.30

  16. Parasuraman, A., Zeithaml, V.A., Malhotra, A.: E-S-QUAL a multiple-item scale for assessing electronic service quality. J. Serv. Res. (2005). https://doi.org/10.1177/1094670504271156

    CrossRef  Google Scholar 

  17. Madsen, C.Ø., Hofmann, S., Pieterson, W.: Channel choice complications. In: Lindgren, I., Janssen, M., Lee, H., Polini, A., Rodríguez Bolívar, M.P., Scholl, H.J., Tambouris, E. (eds.) EGOV 2019. LNCS, vol. 11685, pp. 139–151. Springer, Cham (2019). https://doi.org/10.1007/978-3-030-27325-5_11

    CrossRef  Google Scholar 

  18. Pieterson, W., Ebbers, W., Madsen, C.Ø.: New channels, new possibilities: a typology and classification of social robots and their role in multi-channel public service delivery. In: Janssen, M., et al. (eds.) EGOV 2017. LNCS, vol. 10428, pp. 47–59. Springer, Cham (2017). https://doi.org/10.1007/978-3-319-64677-0_5

    CrossRef  Google Scholar 

  19. Blaikie, N.: Approaches to Social Inquiry. Polity, Cambridge (2010)

    Google Scholar 

  20. Creswell, J.W.: Research Design. Qualitative, Quantitative, and Mixed Methods Approaches. SAGE, London (2014)

    Google Scholar 

  21. United Nations: E-Government Survey 2018 (2018). https://doi.org/10.18356/d54b9179-en. ISBN:978-92-1-055353-7

  22. Brown, J.S., Collins, A., Duguid, P.: Situated cognition and the culture of learning. Educ. Res. (1989). https://doi.org/10.3102/0013189X018001032

    CrossRef  Google Scholar 

  23. Krueger, R.A., Casey, M.A.: Planning the Focus Group Study. In: Focus Groups a Practical Guide for Applied Research (2015)

    Google Scholar 

  24. Wold, S., Ruhe, A., Wold, H., Dunn III, W.J.: The collinearity problem in linear regression. The Partial Least Squares (PLS) approach to generalized inverses. SIAM J. Sci. Stat. Comput. (1984). https://doi.org/10.1137/0905052

  25. Wetherill, G.B., Seber, G.A.F.: Linear regression analysis. J. R. Stat. Soc. Ser. A. (1977). https://doi.org/10.2307/2345290

    CrossRef  Google Scholar 

  26. Natekin, A., Knoll, A.: Gradient boosting machines, a tutorial. Front. Neurorobot. (2013). https://doi.org/10.3389/fnbot.2013.00021

    CrossRef  Google Scholar 

  27. Hastie, T., Tibshirani, R., Friedman, J.: Springer Series in Statistics (2009). https://doi.org/10.1007/b94608

  28. Ebbers, W.E., Jansen, M.G.M., Pieterson, W.J., van de Wijngaert, L.A.L.: Facts and feelings: the role of rational and irrational factors in citizens’ channel choices. Gov. Inf. Q. 33, 506–515 (2016). https://doi.org/10.1016/j.giq.2016.06.001

    CrossRef  Google Scholar 

Download references

Acknowledgement

We would like to thank the Ministry of the Interior for funding this work. The Ministry of the Interior had no role in the preparation of this publication.

Author information

Authors and Affiliations

Authors

Corresponding author

Correspondence to Willem Pieterson .

Editor information

Editors and Affiliations

Rights and permissions

Reprints and Permissions

Copyright information

© 2020 IFIP International Federation for Information Processing

About this paper

Verify currency and authenticity via CrossMark

Cite this paper

Pieterson, W., Weng, C. (2020). Measure What Matters: A Dual Outcome Service Quality Model for Government Service Delivery. In: , et al. Electronic Government. EGOV 2020. Lecture Notes in Computer Science(), vol 12219. Springer, Cham. https://doi.org/10.1007/978-3-030-57599-1_11

Download citation

  • DOI: https://doi.org/10.1007/978-3-030-57599-1_11

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-57598-4

  • Online ISBN: 978-3-030-57599-1

  • eBook Packages: Computer ScienceComputer Science (R0)