Service Quality in One Window Service Office (OWSO): Reflection from Takhmao Municipality, Cambodia

DOI

10.2991/icpm.2013.44How to use a DOI?

Keywords

One Window Service Office (OWSO), Service Quality, Clients’ Expectations, Clients’ Perception, SEVQUAL

Abstract

This paper examined the level of service quality of One Window Service Office (OWSO) as perceived by clients at the Takhmao municipality, Cambodia. It also explored the challenges of the OWSO to propose possible guideline for improving service delivery. The SERVQUAL components were used to measure clients’ expectations and perceptions. The quantitative data were collected from two different groups of clients (n=170) while the qualitative data were collected from both clients (n=10) and OWSO officers (n=5) through in-depth interview. The findings from survey questionnaires revealed that clients were satisfied with the Takhmao OWSO for delivering services. This was evident from the positive gap score ( = .47, SD = .68). However, according to the results obtained from the interviews, it emerged that there were some shortfalls still existing in OWSO. In this respect, the study has suggested a number of modifications to the OWSO management team to take into account for the sake of service delivery betterment.

Copyright

© 2013, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Seng Vutha
PY  - 2013/05
DA  - 2013/05
TI  - Service Quality in One Window Service Office (OWSO): Reflection from Takhmao Municipality, Cambodia
BT  - Public Administration In The Time Of Regional Change (ICPM 2013) <br> Proceedings of the Second International Conference on Public Management 2013
PB  - Atlantis Press
SP  - 236
EP  - 239
SN  - 1951-6851
UR  - https://doi.org/10.2991/icpm.2013.44
DO  - 10.2991/icpm.2013.44
ID  - Vutha2013/05
ER  -