On service improvement capacity index: A case study of the public service sector in Malaysia

Total Quality Management

Volumn 11, Issue 4-6, 2000, Pages 837-843

  Kadir, Sharifah Latifah Syed A ^a   Abdullah, Mokhtar ^b   Agus, Arawati ^b  

^a UNIVERSITY OF MALAYA   (Malaysia)

^b UNIVERSITI KEBANGSAAN MALAYSIA   (Malaysia)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0442294965     PISSN: 09544127     EISSN: None     Source Type: Journal    
DOI: 10.1080/09544120050008291     Document Type: Article

References (6)

1. CURRY, A.C. & HERBERT, D. (1998) Continuous improvement in public services - a way forward, Managing Service Quality, 8, pp. 339-349.
2. DONNELLY, M., WISNIEWSKI, M., DALRYMPLE, J.F. & CURRY, A.C. (1995) Measuring service quality in local government: the SERQUAL approach, International Journal of Public sector Management, 8, pp. 15-20.
3. HOM, W.C. (1997) Make customer service analyses a little easier with the PGCV, Quality Progress, 30, pp. 89-93.
4. OVRETVEIT, J. (1991) Quality Health Services (Uxbridge, BIOSS, Brunei University).
5. PARASURAMAN, A., ZEITHAML, V.A. & BERRY, I.I. (1988) SERVQUAL: a multiple-item scale for measuring consumer perception of service quality, Journal of Retailing, 64, pp. 12-40.
6. RANDALL, L. & SENIOR, M. (1994) A model for achieving quality in hospital hotel services, International Journal of Contemporary Hospital Management, 6, pp. 68-74.