Gopikrishna Vasista Tatapudi and Mohammed Ahmed Turki AlSudairi
experiences from the customer service delivery perspective and identify service quality gaps( See Figure 1) within the scope of a given set of financial and resources constraints. This information then assists managers in identifying cost‐effective ways of closing service quality gaps and prioritizing these gaps in view of making critical decisions( Shahin 2005).
Figure 1: Lovelock et al.( 1998) service quality gap model( Source: Adopted from Lovelock and Wirtz 2007)
Specific to current context, the role of political parties is to gather public service perceptions about public service value and form a public service policy based on public consensus. The role of government is to understand public service expectations and verify its feasibilities and compliances whether or not within the scope of its relevance to underlying articles of the constitution and law.
Gap analysis approach is introduced independently in the service development control. Audit of government initiatives in the area of trade in services sector has revealed that there are significant gaps. Gap analysis provides an approach and means to align the strategy for services to the economic priorities set by the government( Mayer 2005). Gap analysis indicates where the service quality gaps occur. The gap approach allows managers to track the impact of any improvement initiatives that have been introduced to close the identified gaps. In cinch, the gap analysis approach offers considerable potential to assess whether and how to apply it for service development and improvement. Repeating the survey and re‐analysis gap scores will help managers assess the impact of improvements( ACS‐Account Commission for Scotland 1999).
Managing e‐governance service value chain in terms of service quality can be well understood when the service fulfillment is explained by positioning its portfolio associated with facilitator, an intermediary component( Millard, 2006) between service provider and service requester. From the perspective of designing a strategy for digital society( AlSudairi and Vasista 2012), the overall service quality can have two views: internal service quality( see Figure 2) and external service quality( See Figure 3).
Internal service quality is related to service provider end. It means organisations have to focus on employee satisfaction and employee loyalty which leads to employee retention and employee productivity( de Vries 2003).
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