The privatization's effect on the perceived service quality
Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
How does the customers´ perceived service quality change when an industry becomes privatized?
The purpose of our study is to examine how the customers´ perceived service quality change after a privatization of an industry. We have investigated if the pharmaceutical industry´s state-owned and privately-owned enterprises deliver different levels of perceived service quality.
This study is of a quantitative approach where empirical data is collected through a questionnaire which is handed out to 120 respondents.
There are no statistically proven difference in perceived service quality between state-owned and privately-owned enterprises.
State-owned and privately-owned enterprises are similar in sense of delivering customer service quality in a deregulated and competitive marketplace.
Our study contributes to the understanding of privatization. Privatization is a well-debated measure, and citizens of almost any society shares different opinions about its effect on our well-being, and the result from this study gives an understanding how privatization actually affects the society in sense of the service quality provided.
Place, publisher, year, edition, pages
2014. , 57 p.
Service management, Customer service quality, New Public Management, Privatization
Economics and Business Business Administration
IdentifiersURN: urn:nbn:se:hkr:diva-12361OAI: oai:DiVA.org:hkr-12361DiVA: diva2:733027
Degree of Bachelor of Science in Business and Economics