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Abstracts prior to volume 5(1) have been archived!

Issue 5(1), October 2010 -- Paper Abstracts
Girard  (p. 9-22)
Cooper (p. 23-32)
Kunz-Osborne (p. 33-41)
Coulmas-Law (p.42-46)
Stasio (p. 47-56)
Albert-Valette-Florence (p.57-63)
Zhang-Rauch (p. 64-70)
Alam-Yasin (p. 71-78)
Mattare-Monahan-Shah (p. 79-94)
Nonis-Hudson-Hunt (p. 95-106) 



JOURNAL OF MARKETING DEVELOPMENT AND COMPETITIVENESS 


​Public Service Quality and Citizen-Client’s Satisfaction in Local Municipalities


Author(s): Jean Claude Mbassi, Axel Dieudonné Mbarga, Richard Nkene Ndeme

Citation: Jean Claude Mbassi, Axel Dieudonné Mbarga, Richard Nkene Ndeme, (2019) "Public Service Quality and Citizen-Client’s Satisfaction in Local Municipalities," Journal of Marketing Development and Competitiveness, Vol. 13, Iss. 3,  pp. 110-123

Aricle Type: Research paper

Publisher: North American Business Press

Abstract:

The purpose of this study is to identify, describe and evaluate the link between public service quality and citizen-client’s satisfaction in local municipalities. The work is based on the revisited SERVQUAL model. A quantitative research is carried out through a questionnaire administered to 1,427 users of local public services in 21 councils. Two layers of analysis are carried out. First, an exploratory and
confirmatory factor analysis. Second an analysis through structural equations. Results show that all
aspects of service quality do not contribute identically to users ‘satisfaction.