ASSESSING CUSTOMER PERCEPTION OF SERVICE QUALITY IN PUBLIC SECTOR INSTITUTIONS: EVIDENCE FROM COIMBATORE CITY

Abstract

This research evaluates the level of customer perception regarding service quality in public sector institutions within Coimbatore city. Employing the SERVQUAL framework, the study examines five key dimensions of service quality: tangibility, reliability, responsiveness, assurance, and empathy. Primary data were collected through a self-administered structured questionnaire based on a 5-point Likert scale, targeting a purposive sample of 300 public sector service users in Coimbatore. The questionnaire captured respondents’ demographic information alongside their expectations and perceptions of service quality. Data analysis involved descriptive statistics, gap analysis between expectations and perceptions, and Structural Equation Modeling (SEM) to validate the measurement model and relationships among constructs. Results indicate significant gaps across all dimensions of service quality, with responsiveness and reliability exhibiting the largest discrepancies. These findings provide actionable insights for policymakers and administrators aiming to enhance public service delivery and customer satisfaction. The study demonstrates SERVQUAL’s effectiveness as a diagnostic tool for identifying service quality weaknesses in the public sector.