Measuring service quality in a corporatised public sector environment

Document Type


Publication details

McFadyen, K, Harrison, JL, Kelly, Sj & Scott, DR 2001, 'Measuring service quality in a corporatised public sector environment', Journal of Nonprofit and Public Sector Marketing, vol. 9, no. 3, pp. 35-51.

Published version available from:


Peer Reviewed



Using a modified SERVQUAL scale, this paper measures perceived service quality in a corporatised public sector environment. Five factors were identified: personalised proficiency, empathic professionalism, reliability, tangibles and access; explaining 61% of overall variance. Further analysis using multiple regression also indicated that 45% of the variability in customer satisfaction and 43% of the variability in overall service quality was explained by the five factors. The research was conducted in response to calls for the application of this measure and following a review of extant literature that indicated the limited number of studies undertaken within the public sector that assessed service quality.