... to the “New Public Management” (NPM) discipline that has recently found itself under serious critique. Design/methodology/approach The present study utilized a slightly modified SERVQUAL instrument that was distributed to citizens visiting a representative sample of CSC branches. More specifically, 221...

... and then outlines the results of a study conducted on students within selected educational institutions in India to obtain a student perspective of the quality of those institutions. The SERVQUAL methodology was applied to identify the gap between customer expectations and perceptions of the actual service received...

... of a system that would meet the customer requirements of the industry, through use of the quality function deployment technique. © MCB UP Limited 2003 Quality function deployment SERVQUAL Service quality assurance Customer satisfaction Quality has become recognized as perhaps the key...