Malaysia embarked on a privatization program in 1983. The overall aim was to relieve the financial and administrative burden of the government and to improve the efficiency and productivity of government enterprises. One of the sectors privatized was the water supply in Penang with the major objective of ensuring that the privatized water company, known as Penang Water Supply Corporation (PWSC), provides better quality services to its customers. The PWSC must attempt to satisfy its customers who must perceive that their needs are being met and to capture the voices of the customers in order to provide improved services. / This study assessed the suitability of the SERVQUAL instrument for measuring service quality in Malaysian water supply sector. It attemped to evaluate the quality of services provided by PWSC through the use of the SERVQUAL instrument to measure industrial customers' expectations and perceptions of the quality of service. SERVQUAL measures five service dimensions: tangibles, reliability, responsiveness, assurance and empathy. Expectations, perceptions and service quality scores were assessed and their significance interpreted. The research was conducted via a questionnaire survey. The results indicated that SERVQUAL to be an appropriate instrument to measure water supply service in Malaysia and three factors appear as dimensions of service quality. Analysis of the results revealed that industrial customers rated the service quality provided by PWSC as above average. Higher expectation than perception scores were recorded on all features of service quality indicating that customers expected a better quality of service from PWSC. An Extended Gaps Model of Service Quality was used to identify the factors contributing the service quality shortfalls. Strategies to improve service quality of PWSC were proposed. / Thesis (DBA(DoctorateofBusinessAdministration))--University of South Australia, 2004.
| Identifer | oai:union.ndltd.org:ADTP/267551 |
| Creators | Ching, Lee Yow |
| Source Sets | Australiasian Digital Theses Program |
| Language | English |
| Detected Language | English |
| Rights | copyright under review |
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