South African Journal of Industrial Engineering
versión On-line ISSN 1012-277X
ADETUNJI, O; YADAVALLI, V.S.S. y MALADA, A.. Assessment of the quality of service provided by a national regulatory institution. S. Afr. J. Ind. Eng. [online]. 2013, vol.24, n.1, pp. 29-49. ISSN 1012-277X.
Government institutions need to assess how well they meet the needs of their customers, and what their customers think about the quality of the services they provide. This is aligned with the 'Batho Pele' principle of the South African government. The SERVQUAL scale, augmented with a qualitative survey, was used to determine how the National Home Builders Registration Council (NHBRC) is perceived by its clients, which key factors drive such perceptions, and whether the perceptions are consistent across the different client groups of this regulatory institution. The complementary role of qualitative data in illuminating issues driving quantitative results is highlighted. Service quality scores are computed for the NHBRC. The convergence of opinions of different customer groups was studied using correlation analysis. The significance of service quality perception gaps was tested using the multivariate analysis of variance, and the reliability of the SERVQUAL scale was examined using exploratory factor analysis. It was observed that by improving the feedback mechanism of the NHBRC, their clients' customer service quality perceptions could be enhanced.