Service quality gap in Ethiopia: expected and perceived services in the public sector
The SERVQUAL model is a commonly used tool for evaluating service quality in public and private sector organizations. It was applied to evaluate the quality of service in the public sector in Ethiopia through the discrepancy between perceived and expected services (ESs). Therefore, a gap score was c...
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| Format: | Article |
| Language: | English |
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Taylor & Francis Group
2024-12-01
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| Series: | Cogent Social Sciences |
| Subjects: | |
| Online Access: | https://www.tandfonline.com/doi/10.1080/23311886.2024.2359269 |
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