Understanding the Service Quality Perception Gaps between Judicial Servants and Judiciary Users
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 decade...
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| Format: | Article |
| Language: | English |
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International Association for Court Administration
2014-12-01
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| Series: | International Journal for Court Administration |
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| Online Access: | https://www.iacajournal.org/articles/146 |