Measuring Services Quality: Tabuk Municipal

This study evaluates service quality in Tabuk Municipality and tries to identify employee constraints of providing better service. The study used SERVPERF presented by Cronin and Taylor [2] (1992) to explore client perceptions of the service quality provided by municipal Tabuk. Interviews with Tabuk Municipality employees were then conducted, which focused on issues raised in the questionnaire analysis. Statistical analyses revealed a positive relationship between the tangible dimension and quality of service.  Interviewees indicated that municipal employees require additional training to improve their skills in working with the public. Moreover, employees viewed incentives as an important avenue for improving the quality of services provided.