Public service delivery in Fiji, Solomon Islands and Papua New Guinea: analysing quality in public services

摘要

Public service delivery and customer satisfaction in South Pacific region appears to have received relatively little attention. The main objectives of this paper are to get deeper understanding of the relationships between quality of services and the citizen's satisfaction, find out status of service quality of public services and customer satisfaction, and identify the most significant attributes that satisfy their needs. The results obtained from the Fiji, Solomon Islands and Papua New Guinea confirm some of those obtained in the academic literature in finding that the quality that the consumer/citizen perceives influences their satisfaction in a positive and significant way.