Service quality in a public agency: same expectations but different perceptions by employees, managers, and customers

Abstract

Managers, employees, and customers in a public agency provided information about expectations and perceptions of service quality. No differences were found for expectations between any of the groups. Additionally, manager and employee perceptions were similar. However, unlike previous research findings (e.g., by Bitner et al. [J. Mark. 58 (1994) 95.]), their perceptions were lower than the perceptions of customers. Implications of the findings for the management of nonprofit organizations are discussed.