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http://repository.aaup.edu/jspui/handle/123456789/2699
Title: | Quality Assessment of Bulk Water Provision Service Using SERVQUAL Model in Palestinian Water Authority - West Bank Water Departmentرسالة ماجستير |
Authors: | Ammar, Shireen Mahmmoud$AAUP$Palestinian |
Keywords: | Service Quality, Customer Satisfaction, SERVQUAL Model, Water Service Provision, Bulk Water, Palestine, West Bank. |
Issue Date: | 2020 |
Publisher: | AAUP |
Abstract: | The water service provision sector is an indispensable service, as it has multi-dimensional effects on economic development, biological diversity, and other various sectors within a civilized world. Few studies raised the water service quality from the perspective of Palestinian Water Authority-West Bank Water Department (PWA-WBWD) subcustomers. The sub-customers’ satisfaction plays a central impact on their services provided to the end-users. Therefore, the purpose of this research is to assess the bulk water service quality and the sub-customers’ satisfaction level offered by PWA-WBWD using the SERVQUAL model. In this research, both the quantitative and qualitative methods for collecting the data were used. More specifically, the SERVQUAL model was used as a quantitative data collection tool where 150 electronic SERVQUAL-questionnaires were distributed to a random sample of sub-customers. The response rate was 66%; only 85 of the completed questionnaires were analyzed using Minitab 18. As the collected data was not normally distributed, a set of non-parametric tests, as well as regression modeling, were used to test the problem hypotheses and to answer the research questions. On the other hand, qualitative data analysis was conducted to reinforce the quantitative results. Specifically, ten semistructured interviews were held and the collected data were analyzed thematically. The results revealed that the water service providers (sub-customers) perceived high level service quality although all the SERVQUAL dimensions fell short to meet their expectations, where the five dimensions have negative gaps. More specifically, the reliability dimension had the biggest gap followed by responsiveness, empathy, and assurance, respectively. Meanwhile, the tangibility had the narrowest negative gap. The results have also shown some of significant impact due to the difference of organizations’ framework on the five SERVQUAL perceptions, expectations or gaps. Moreover, the subcustomers’ satisfaction level resulted as moderate and it had a positive correlation with the overall perceived service quality. As well, the five SERVQUAL dimensions had positive correlations with satisfaction, but statistically the reliability and assurance showed a V significant impact on sub-customers satisfaction based on the multiple regression model results. In light of this research results, a set of recommendations that could help the policy-makers in the bulk water supply sector in Palestine are provided which would help to improve the bulk water provision service quality and hence, sub-customers satisfaction. |
Description: | Master’s degree in Quality Management |
URI: | http://repository.aaup.edu/jspui/handle/123456789/2699 |
Appears in Collections: | Master Theses and Ph.D. Dissertations |
Files in This Item:
File | Description | Size | Format | |
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شيرين عمار.pdf | 4.87 MB | Adobe PDF | View/Open |
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