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Understanding the Service Quality Perception Gaps between Judicial Servants and Judiciary Users

Author:

Rodrigo Murillo

University of Bradford, PA
About Rodrigo
Doctor of Business Adminsitation student at the University of Bradford in the United Kingdom
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Abstract

Judiciary service user expectations are usually not the same as ideas harbored in the minds of civil servants delivering such services. This discrepancy matches the definition of the service delivery GAP 1, as identified and assessed by SERVQUAL (Service Quality), a tool that for almost three decades has been employed worldwide in measuring service quality in many different industries and countries, in both private and public organizations. Through participant observation, semi-structured interviews and empirical data collected by SERVQUAL, this paper focuses on assessing this service delivery GAP 1 for the Second Court of Appeal within Costa Rica’s Judicial Branch.
How to Cite: Murillo, R., (2014). Understanding the Service Quality Perception Gaps between Judicial Servants and Judiciary Users. International Journal for Court Administration. 6(2), pp.84–105. DOI: http://doi.org/10.18352/ijca.146
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Published on 18 Dec 2014.
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