Research question How does the customers´ perceived service quality change when an industry becomes privatized? Purpose The purpose of our study is to examine how the customers´ perceived service quality change after a privatization of an industry. We have investigated if the pharmaceutical industry´s state-owned and privately-owned enterprises deliver different levels of perceived service quality. Methodology This study is of a quantitative approach where empirical data is collected through a questionnaire which is handed out to 120 respondents. Findings There are no statistically proven difference in perceived service quality between state-owned and privately-owned enterprises. Conclusion State-owned and privately-owned enterprises are similar in sense of delivering customer service quality in a deregulated and competitive marketplace. Implications Our study contributes to the understanding of privatization. Privatization is a well-debated measure, and citizens of almost any society shares different opinions about its effect on our well-being, and the result from this study gives an understanding how privatization actually affects the society in sense of the service quality provided.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:hkr-12361 |
| Date | January 2014 |
| Creators | Hörqvist, Robin, Krasniqi, Mentor |
| Publisher | Högskolan Kristianstad, Sektionen för hälsa och samhälle, Högskolan Kristianstad, Sektionen för hälsa och samhälle |
| Source Sets | DiVA Archive at Upsalla University |
| Language | English |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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