Understanding service quality in service delivery to local customer: a study of a District Office / Douglas Amut

The purpose of this paper is to explore the relationship between service quality, trust, communication effectiveness, customer satisfaction and customer loyalty in service delivery. This paper hopes to understand the service quality in service delivery of the District Office. We usually heard the common criticism of the public on the poor quality of services rendered by the government staff. As fronts-liners, the quality of service given by the government staff will have a tremendous influence on the public perceptions of quality of the public services. Many customer satisfaction studies have concluded that there is a significant relationship between customer satisfaction and loyalty. Hence, the primary objective of service providers and marketers is identical; i.e. to develop and provide services that satisfy customer needs and expectations.