Public Sector Reforms and Service Quality Issues From the Perspective of the Small Island Developing States in the Pacific: A Case of Fiji |
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| Authors: | Neale J Slack |
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| Institution: | School of Management and Public Administration, The University of the South Pacific, Suva, Fiji |
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| Abstract: | The purpose of this article is to compare service quality of the Fiji Islands Maritime Safety Administration (FIMSA) and the Maritime Safety Authority of Fiji (MSAF). Using a structured questionnaire, data were collected from 200 Fiji maritime industry stakeholders. Research findings identified FIMSA and MSAF service delivery misalignment with customer expectations; customer’ expectations exceeded perceived customer service experiences of FIMSA and MSAF; and, perceived customer service experiences of MSAF were noticeably better than those of FIMSA. |
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| Keywords: | public sector reforms public services customer expectations service quality state owned enterprises |
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