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The privatization's effect on the perceived service quality
Kristianstad University, School of Health and Society.
Kristianstad University, School of Health and Society.
2014 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Research question

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.
Keyword [en]
Service management, Customer service quality, New Public Management, Privatization
National Category
Economics and Business Business Administration
URN: urn:nbn:se:hkr:diva-12361OAI: diva2:733027
Educational program
Degree of Bachelor of Science in Business and Economics
Available from: 2014-07-10 Created: 2014-07-07 Last updated: 2014-07-10Bibliographically approved

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