Moderating effect of administrative role in the relationship between the SERVQUAL dimensions and Quality Service Provisions of local government in Dhaka City

The present study aims at investigating the moderating effect of administrative role in the relationships between the service quality dimensions, logistic support and perceived quality service of local government (Dhaka City Corporation) in the context of Bangladesh. For the purpose of the study, da...

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Main Authors:	Ashraf, Musfiq, Moniruzzaman, Md., Quddus, S. M. Abdul
Format:	Article
Language:	English English
Published:	Academic Research Publishing Group 2018
Subjects:	JF20 Political institutions and public administration
Online Access:	http://irep.iium.edu.my/69623/ http://irep.iium.edu.my/69623/ http://irep.iium.edu.my/69623/7/69623%20Moderating%20Effect%20of%20Administrative%20Role%20in%20the%20Relationship.pdf http://irep.iium.edu.my/69623/8/69623%20Moderating%20Effect%20of%20Administrative%20Role%20in%20the%20Relationship%20SCOPUS.pdf

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recordtype	eprints
spelling	iium-696232019-02-22T00:51:32Z http://irep.iium.edu.my/69623/ Moderating effect of administrative role in the relationship between the SERVQUAL dimensions and Quality Service Provisions of local government in Dhaka City Ashraf, Musfiq Moniruzzaman, Md. Quddus, S. M. Abdul JF20 Political institutions and public administration The present study aims at investigating the moderating effect of administrative role in the relationships between the service quality dimensions, logistic support and perceived quality service of local government (Dhaka City Corporation) in the context of Bangladesh. For the purpose of the study, data were collected from 222 slum dwellers of Dhaka City living in the six big slums which are Shampur, Tejgaon, Bhasantak, Korail, Kamalapur and Zurain slums to examine the moderating effect. The responses were gathered with 5 point Likert scale with response options ranging from strongly agree (5) to strongly disagree (1) through a structured questionnaire survey. Collected data were analyzed using partial least square structural equation modeling technique (PLS-SEM) with the support of the software Smart PLS 2.0 M3. The findings reveal that administrative role positively moderates the relationship between assurance dimension and perceived service quality of local government; logistic support and perceived quality service and finally, the findings reveal that administrative role has significant moderating effect in the relationship between responsiveness and perceived service equality of local government. Hence, the findings give an indication that local government should play positive administrative role to improve the services quality and make their services effective for slum dwellers. The policy makers, local government and other related stakeholders might find this study as an essential tool in designing, developing and implementing their activities directed to the slum dwellers. Academic Research Publishing Group 2018-12 Article PeerReviewed application/pdf en http://irep.iium.edu.my/69623/7/69623%20Moderating%20Effect%20of%20Administrative%20Role%20in%20the%20Relationship.pdf application/pdf en http://irep.iium.edu.my/69623/8/69623%20Moderating%20Effect%20of%20Administrative%20Role%20in%20the%20Relationship%20SCOPUS.pdf Ashraf, Musfiq and Moniruzzaman, Md. and Quddus, S. M. Abdul (2018) Moderating effect of administrative role in the relationship between the SERVQUAL dimensions and Quality Service Provisions of local government in Dhaka City. The Journal of Social Sciences Research, 4 (12). pp. 752-760. ISSN 2413-6670 E-ISSN 2411-9458 https://arpgweb.com/journal/journal/7
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English
topic	JF20 Political institutions and public administration
spellingShingle	JF20 Political institutions and public administration Ashraf, Musfiq Moniruzzaman, Md. Quddus, S. M. Abdul Moderating effect of administrative role in the relationship between the SERVQUAL dimensions and Quality Service Provisions of local government in Dhaka City
description	The present study aims at investigating the moderating effect of administrative role in the relationships between the service quality dimensions, logistic support and perceived quality service of local government (Dhaka City Corporation) in the context of Bangladesh. For the purpose of the study, data were collected from 222 slum dwellers of Dhaka City living in the six big slums which are Shampur, Tejgaon, Bhasantak, Korail, Kamalapur and Zurain slums to examine the moderating effect. The responses were gathered with 5 point Likert scale with response options ranging from strongly agree (5) to strongly disagree (1) through a structured questionnaire survey. Collected data were analyzed using partial least square structural equation modeling technique (PLS-SEM) with the support of the software Smart PLS 2.0 M3. The findings reveal that administrative role positively moderates the relationship between assurance dimension and perceived service quality of local government; logistic support and perceived quality service and finally, the findings reveal that administrative role has significant moderating effect in the relationship between responsiveness and perceived service equality of local government. Hence, the findings give an indication that local government should play positive administrative role to improve the services quality and make their services effective for slum dwellers. The policy makers, local government and other related stakeholders might find this study as an essential tool in designing, developing and implementing their activities directed to the slum dwellers.
format	Article
author	Ashraf, Musfiq Moniruzzaman, Md. Quddus, S. M. Abdul
author_facet	Ashraf, Musfiq Moniruzzaman, Md. Quddus, S. M. Abdul
author_sort	Ashraf, Musfiq
title	Moderating effect of administrative role in the relationship between the SERVQUAL dimensions and Quality Service Provisions of local government in Dhaka City
title_short	Moderating effect of administrative role in the relationship between the SERVQUAL dimensions and Quality Service Provisions of local government in Dhaka City
title_full	Moderating effect of administrative role in the relationship between the SERVQUAL dimensions and Quality Service Provisions of local government in Dhaka City
title_fullStr	Moderating effect of administrative role in the relationship between the SERVQUAL dimensions and Quality Service Provisions of local government in Dhaka City
title_full_unstemmed	Moderating effect of administrative role in the relationship between the SERVQUAL dimensions and Quality Service Provisions of local government in Dhaka City
title_sort	moderating effect of administrative role in the relationship between the servqual dimensions and quality service provisions of local government in dhaka city
publisher	Academic Research Publishing Group
publishDate	2018
url	http://irep.iium.edu.my/69623/ http://irep.iium.edu.my/69623/ http://irep.iium.edu.my/69623/7/69623%20Moderating%20Effect%20of%20Administrative%20Role%20in%20the%20Relationship.pdf http://irep.iium.edu.my/69623/8/69623%20Moderating%20Effect%20of%20Administrative%20Role%20in%20the%20Relationship%20SCOPUS.pdf
first_indexed	2023-09-18T21:38:49Z
last_indexed	2023-09-18T21:38:49Z
_version_	1777413002092347392

Moderating effect of administrative role in the relationship between the SERVQUAL dimensions and Quality Service Provisions of local government in Dhaka City

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