Agus, Arawati; Barker, Sunita; Kandampully, Jay - In: International Journal of Quality & Reliability Management 24 (2007) 2, pp. 177-190
Purpose – The paper seeks to obtain a better understanding of the extent to which service quality permeates within the Malaysian public service sector by drawing on management and customer perceptions of service quality. Design/methodology/approach – Two separate surveys were distributed to...