e-Governance, Service Delivery and Customer Satisfaction

Today customers/citizens of any nation want effective, efficient and equitable services. The global problem is one where Public service delivery is in a state of dilemma and service quality appears to be deteriorating. With this, customers/citizens are demanding an answer. In Pacific island countries (Fiji, Solomons and PNG) the area of public service delivery and service quality in particular appears to have received fairly modest attention. The main objectives of this book are to get deeper understanding of the public service dilemma and understand the relationships between quality of services and how this impacts the citizen's satisfaction level.

Autorentext

RAFIA NAZ is a faculty at the School of Management and Public Administration, The University of The South Pacific, Fiji. GURMEET SINGH is Associate Dean Research and Graduate Affairs, FBE, The University of The South Pacific, Fiji. R.D.PATHAK is Acting Head, Graduate School of Business, FBE, The University of The South Pacific, Fiji.