Assessing customer satisfaction with local authority services using SERVQUAL

@inproceedings{Wisniewski2001AssessingCS,
  title={Assessing customer satisfaction with local authority services using SERVQUAL},
  author={Mik Wisniewski},
  year={2001}
}
The UK government's Best Value initiative is intended to ensure that councils provide best value in service delivery and emphasizes the importance of ensuring a clear customer/citizen focus across all services. The Accounts Commission and Audit Scotland have statutory responsibilities for auditing Scottish council services and have set out the key features of a best value service grouped under 10 criteria. The first of these is that council services must be able to demonstrate that “they… CONTINUE READING

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