How demographic differences influence customer satisfaction with the public service delivery in Fiji

Author： Singh Gurmeet Reddy Mahendra Gounder Neelesh

ISSN： 1740-8849

Source： International Journal of Services and Standards, Vol.5, Iss.3, 2009-09, pp. : 276-289

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Abstract

This study has used quantitative modelling to examine how respondent specific factors could affect customer's service satisfaction determine the quality of service they receive. Results reveal that in terms of poor services, Government Health services are given the lowest rating. Other government services, transportation sector and service stations are also rated as poor services providers. Interestingly, attributes such as cost efficiency, gender and ethnic discrimination, security and availability of parking space are the key factors that affect customer satisfaction. The advanced probit model analysis reveals that the age, gender and ethnicity may also factor into the equation of service delivery.