Skip to main content
SpringerLink
Log in

Customer Satisfaction from Inner-City Services: A Case Study

  • Conference paper
  • First Online:
Exploring Services Science (IESS 2017)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 279))

Included in the following conference series:

  • 2026 Accesses

Abstract

This paper examines the quality of municipal services within inner-city services. It identifies the most important service quality dimensions that determine citizen satisfaction. System dynamics approach is used to model and analyze ways to improve citizen satisfaction. For that purpose, we developed questionnaires based on ServQual. 634 questionnaires were distributed to respondents in a town neighborhood of about 16,000 citizens. The relevance of the ServQual dimensions was validated. Three of the ServQual dimensions: reliability, empathy and responsiveness, significantly predicted citizen satisfaction. The paper discusses ways to guide practitioners to improve quality attributes and enhance inner-city customer satisfaction.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 39.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 54.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  1. Sachdev, S.B., Verma, H.V.: Relative importance of service quality dimensions: a multisectoral study. J. Serv. Res. 4(1), 93–116 (2004)

    Google Scholar 

  2. Zahari Wan Yusoff, W., Ismail, M., Newell, G.: FM-SERVQUAL: a new approach of service quality measurement framework in local authorities. J. Corp. Real Estate 10(2), 130–144 (2008)

    Article  Google Scholar 

  3. Anderson, E.W., Fornell, C., Rust, R.T.: Customer satisfaction, productivity, and profitability: Differences between goods and services. Mark. Sci. 16(2), 129–145 (1997)

    Article  Google Scholar 

  4. Bitner, M.J., Booms, B.H., Mohr, L.A.: Critical service encounters: the employee’s viewpoint. J. Mark. 58(4), 95–106 (1994)

    Article  Google Scholar 

  5. Crosby, L.A., Stephens, N.: Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry. J. Mark. Res. 24(4), 404–411 (1987)

    Article  Google Scholar 

  6. Kotler, P.: Marketing Management, Analysis, Planning, Implementation, and Control, 8th edn. Prentice Hall, New Jersey (1994)

    Google Scholar 

  7. Zeithaml, V.A., Berry, L.L., Parasuraman, A.: Communication and control processes in the delivery of service quality. J. Mark. 52(2), 35–48 (1988)

    Article  Google Scholar 

  8. Parasuraman, A., Zeithaml, V.A., Berry, L.L.: A conceptual model of service quality and its implications for future research. J. Mark. 49(4), 41–50 (1985)

    Article  Google Scholar 

  9. Miao, L., Mattila, A.S., Mount, D.: Other consumers in service encounters: a script theoretical perspective. Int. J. Hosp. Manag. 30(4), 933–941 (2011)

    Article  Google Scholar 

  10. Schneider, B., Bowen, D.E.: Personnel/human resources management in the service sector. Res. Pers. Hum. Resour. Manag. 10(1), 1–30 (1992)

    Google Scholar 

  11. Erevelles, S., Leavitt, C.: A comparison of current models of consumer satisfaction/dissatisfaction. J. Consum. Satisf. Dissatisfaction Complain. Behav. 5(1), 104–114 (1992)

    Google Scholar 

  12. Zeithaml, V.A., Berry, L.L., Parasuraman, A.: Communication and control processes in the delivery of service quality. J. Mark. 52(2), 35–48 (1988)

    Article  Google Scholar 

  13. Mokhlis, S., Aleesa, Y., Mamat, I.: Municipal service quality and citizen satisfaction in southern Thailand. J. Public Adm. Gov. 1(1), 122–137 (2011)

    Google Scholar 

  14. Oliver, R.L.: Satisfaction: A Behavioral Perspective on the Consumer. Routledge, New York (2014)

    Google Scholar 

  15. Moletsane, A.M., de Klerk, N., Bevan-Dye, A.L.: Community expectations and perceptions of municipal service delivery: a case study in a South African Municipality. Mediterr. J. Soc. Sci. 5(3), 281 (2014)

    Google Scholar 

  16. Rod, M., Ashill, N.J., Gibbs, T.: Customer perceptions of frontline employee service delivery: a study of Russian bank customer satisfaction and behavioural intentions. J. Retail. Consum. Serv. 30, 212–221 (2016)

    Article  Google Scholar 

  17. El-Bassiouni, M.Y., Madi, M., Zoubeidi, T., Hassan, M.Y.: Developing customer satisfaction indices using SERVQUAL sampling surveys: a case study of Al-Ain municipality inspectors. J. Econ. Adm. Sci. 28(2), 98–108 (2012)

    Google Scholar 

  18. Filiz, Z., Yilmaz, V., YagÄzer, C.: The measurement of service quality in municipalities by servqual analysis: a case study in Eskiåžehir Municipalities. Anadolu Univ. J. Soc. Sci. 10(1), 59–76 (2010)

    Google Scholar 

  19. Cukier, R., da Costa, M.A.M.: Competitive dysfunction: analysis the level of the gaps, the servqual model in compounding pharmacies the municipalities of São Paulo state. Rev. Científica Hermes. 8, 70–91 (2013)

    Google Scholar 

  20. Darvish, H., Shirsavar, F.: A study on the effects of remote working on quality of services: A SERVQUAL survey on central office of Tehran municipality. Manag. Sci. Lett. 3(6), 1615–1620 (2013)

    Article  Google Scholar 

  21. Alex, O.T., Ondiek, A.B.: Applicability of SERVQUAL/rater model in assessment of service quality among local authorities in Kenya. 2(1), 1–16 (2014)

    Google Scholar 

  22. Appiah, M.K.: Effects of services quality on customer satisfaction: a case from private hostels in wa-municipality of Ghana. Br. J. Mark. 4(1), 48–54 (2016)

    Google Scholar 

  23. Moletsane, A.M.: Community expectations and perceptions of municipal service delivery: a case study in the Emfuleni local area. Ph.D. dissertion, North-West University (2012)

    Google Scholar 

  24. Seng, V.: Service quality in One Window Service Office (OWSO): reflection from Takhmao Municipality, Cambodia. In: Public Administration in The Time of Regional Change (ICPM 2013) (2013)

    Google Scholar 

  25. Gumus, M., Koleoglu, N.: Factor analysis on service attributes of Canakkale municipality. TQM Mag. 14(6), 373–375 (2002)

    Article  Google Scholar 

  26. Parasuraman, A., Zeithaml, V.A., Berry, L.L.: SERVQUAL A multiple-item scale for measuring consumer perception of service quality. J. Retail. 64(1), 12–40 (1988)

    Google Scholar 

  27. Heskett, J.L., Sasser Jr., W.E., Schlesinger, L.A.: The Service Profit Chain: How Leading Companies Link Profit to Loyalty, Satisfaction, and Value. Free Press, USA (1997)

    Google Scholar 

  28. Murali, S., Pugazhendhi, S., Muralidharan, C.: Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty–a case study of home appliances business. J. Retail. Consum. Serv. 30(1), 67–83 (2016)

    Article  Google Scholar 

  29. Bodet, G.: Customer satisfaction and loyalty in service: two concepts, four constructs, several relationships. J. Retail. Consum. Serv. 15(2), 156–162 (2008)

    Article  Google Scholar 

  30. Chatzoglou, P., Chatzoudes, D., Vraimaki, E., Leivaditou, E.: Measuring citizen satisfaction using the SERVQUAL approach: the case of the “Hellenic post”. Procedia Econ. Finance 9(4), 349–360 (2014)

    Article  Google Scholar 

  31. Segoro, W.: The influence of perceived service quality, mooring factor, and relationship quality on customer satisfaction and loyalty. Procedia-Soc. Behav. Sci. 81(5), 306–310 (2013)

    Article  Google Scholar 

  32. Forrester, J.W.: Industrial dynamics: a major breakthrough for decision makers. Harv. Bus. Rev. 36(1), 37–66 (1958)

    Google Scholar 

  33. Forrester, J.W.: The impact of feedback control concepts on the management sciences. In: Foundation for Instrumentation Education and Research (1960)

    Google Scholar 

  34. Forrester, J.W.: Principles of Systems: Text and Workbook. Wright-Allen Press, Cambridge (1968)

    Google Scholar 

  35. Forrester, J.W.: Urban Dynamics. MIT press, Cambridge (1969)

    Google Scholar 

  36. Dangerfield, B.: System dynamics applications to European healthcare issues. In: Mustafee, N. (ed.) Operational Research for Emergency Planning in Healthcare: Volume 2, pp. 296–315. Springer, London (2016)

    Chapter  Google Scholar 

  37. Lane, D.C., Monefeldt, C., Rosenhead, J.: Looking in the wrong place for healthcare improvements: a system dynamics study of an accident and emergency department. In: Mustafee, N. (ed.) Operational Research for Emergency Planning in Healthcare: Volume 2, pp. 92–121. Springer, London (2016)

    Chapter  Google Scholar 

  38. Langroodi, R.R.P., Amiri, M.: A system dynamics modeling approach for a multi-level, multi-product, multi-region supply chain under demand uncertainty. Expert Syst. Appl. 51(3), 231–244 (2016)

    Article  Google Scholar 

  39. Sterman, J.D.J.D.: Business Dynamics: Systems Thinking and Modeling for a Complex World. McGraw-Hill, Irwin (2000)

    Google Scholar 

  40. Sterman, J.D.: System dynamics modeling for project management, Cambridge (1992). Unpublished Manuscript, http://web.mit.edu/jsterman/www/SDG/project.pdf

  41. Winkler, T.J., Ziekow, H., Weinberg, M.: Municipal benefits of participatory urban sensing: a simulation approach and case validation. J. Theor. Appl. Electron. Commer. Res. 7(2), 101–120 (2012)

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Afeka Tel Aviv Academic College of Engineering, Mivtsa Kadesh 38, 69988, Tel Aviv, Israel

    Rafi Zagorie, Shai Rozenes & Yuval Cohen

Authors
  1. Rafi Zagorie
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Shai Rozenes
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Yuval Cohen
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Shai Rozenes .

Editor information

Editors and Affiliations

  1. Faculty of Economics, eCampus University, Rome, Italy

    Stefano Za

  2. Department of Automatic Control and System Engineering, University Politehnica of Bucharest, Bucharest, Romania

    Monica Drăgoicea

  3. Università Cattolica del Sacro Cuore, Milan, Italy

    Maurizio Cavallari

Rights and permissions

Reprints and permissions

Copyright information

© 2017 Springer International Publishing AG

About this paper

Cite this paper

Zagorie, R., Rozenes, S., Cohen, Y. (2017). Customer Satisfaction from Inner-City Services: A Case Study. In: Za, S., Drăgoicea, M., Cavallari, M. (eds) Exploring Services Science. IESS 2017. Lecture Notes in Business Information Processing, vol 279. Springer, Cham. https://doi.org/10.1007/978-3-319-56925-3_32

Download citation

  • DOI: https://doi.org/10.1007/978-3-319-56925-3_32

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-56924-6

  • Online ISBN: 978-3-319-56925-3

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation