ASSESSMENT OF SERVICE QUALITY AND CUSTOMER SATISFACTION: FEDERAL SUPREME- COURT IN FOCUS.

Abstract

Service quality and customer satisfaction are very important concepts that service organizations must understand in order to remain competitive in service delivery. The main purpose of this study theoretically is finding out how applicable the SERVQUAL model in the context of federal supreme court and empirically, describe how customers perceive service quality and whether they are satisfied with service offered by the federal supreme court. This descriptive study seeks to assess customer expectation and perception of service quality into the justice sector in federal supreme court. The target population of the study was the customers of federal supreme court. A sample size of 175 out of 1750 customers were taken. The relevant data was collected through self completion questionnaires and random sampling technique was employed when distributing the questionnaire. Out of 175 questionnaires distributed to the randomly customers 151 were properly completed and returned. This represents a response rate of 86.3% from the distributed questionnaires. The data was analyzed by using descriptive statistics and presented through figures, tables, and percentages. From the analysis, it is found that the overall quality perceived by customers was not satisfactory meaning expectations exceeded perceptions and all the dimensions showed higher expectation than perception of services. Practical implications suggest that federal supreme court is not providing the level of service quality demand by customers. The findings suggest that federal supreme court needed to improve all the dimensions of service quality from the gap analysis carried out. This study contributes to the already existing studies examining service quality in federal supreme court using the SERVQUAL model and also provide empirical results that could guide measurement. Dealing with the activities take corrective action that leads to service quality and customer satisfaction.