| dc.description.abstract | This SERVQUAL study aims to identify areas for improvement and measure the service quality gaps perceived by the employees at a Neighborhood Health Action Center (“Center”) as part of a major metropolitan public health agency (“Agency”). The study used a Likert survey questionnaire to measure the expectations and perceptions of the Center’s employees in terms of five dimensions of service quality: Reliability, Responsiveness, Assurance, Empathy, and Tangibility.
The results of the study revealed gaps between the Center’s employees’ and supervisors’ expectations and perceptions of the SERVQUAL dimensions. Supervisors and non-supervisors have different expectations and perceptions of service quality. Additionally, employees who have worked remotely for the last two years and those who have not share varied expectations and perceptions of service quality.
Based on these findings, the capstone study recommends that the Neighborhood Health Action Center continue to promote service quality and commitment to investing in the SERVQUAL dimension of Tangibility. It recommends that the Center strive for greater alignment on the service quality expectations in Assurance and seek for alignment on the service quality perceptions in Responsiveness between supervisors and non-supervisors. In addition, the study recommends that the Center identify the root causes for supervisors’ perceived service quality gap in Reliability, as well as for the differences in service quality expectations and perceptions between employees who have worked remotely for the past two years and those who have not. | |
