Abstract

The main objective of the study was to assess customers’ perception and satisfaction of the service quality and its effect on utilization of public services at Mlambe One Stop Centre in Mangochi. Data for the study was collected through questionnaires and interviews. The thesis follows a marketing perspective, paying special attention to customers’ perception and satisfaction with services. Given the nature of the research, the research adopted a case study methodology. The author presents an adaptation from the SERVQUAL framework to measure the quality of services. The study uses the five dimensions in the SERVQUAL model to measure the perception and satisfaction of the quality of public services from customers’ perspectives. The major finding of the study is that public perception of the service quality is low. The results show that perception of the service quality at the centre was low across all the five dimension of the conceptual framework. Similarly, the study has revealed that customers were not satisfied with service quality at the centre. The implications of the findings reflect the perceptions of the customers as espoused in the conceptual framework.

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School	: School of Law, Economics and Government
Issued Date	: 2022

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