Modelling perceptions of community information centres : experiences from Zimbabwe

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dc.contributor.author Mushunje, Martha
dc.contributor.author De Beer, Estelle
dc.date.accessioned 2022-10-21T11:12:15Z
dc.date.available 2022-10-21T11:12:15Z
dc.date.issued 2021-12
dc.description.abstract The purpose of the research study was to determine the quality of the services provided at Community Information Centres (CIC) in Zimbabwe. The research is premised on Parasuraman, Zeithaml and Berry's (1998) Gaps model. It used a cross-sectional survey of a purposively selected sample of 475 respondents in three sampled centres. Structural Equation Modelling (SEM) was used to identify the relationships between the SERVQUAL dimensions (tangibility, responsiveness, reliability, empathy and assurance) and the latent service quality. Confirmatory Factor Analysis (CFA) was used to assess construct validity of the SERVQUAL dimensions. The results show that the SERVQUAL dimensions were positively related to service quality. Furthermore, there was validity in the SERVQUAL constructs. Results confirmed that there are gaps between the expectations and experiences of the community in all five dimensions of the SERVQUAL. It can be concluded that there is a level of satisfaction among CIC users with the services provided at CICs. The study recommends that CIC service quality needs to be consistently evaluated to inform quality improvements over time. en_US
dc.description.department Communication Management en_US
dc.description.librarian am2022 en_US
dc.description.uri http://www.saapam.co.za/joba.html en_US
dc.identifier.citation Mushunje, M. & De Beer, E. 2021, 'Modelling perceptions of community information centres : experiences from Zimbabwe', Journal of Public Administration, vol. 56, no. 4.1, pp. 1052-1068, doi : 10.10520/ejc-jpad_v56_n4_1_a10. en_US
dc.identifier.issn 0036-0767
dc.identifier.other 10.10520/ejc-jpad_v56_n4_1_a10
dc.identifier.uri https://repository.up.ac.za/handle/2263/87875
dc.language.iso en en_US
dc.publisher South African Association for Public Administration and Management en_US
dc.rights South African Association for Public Administration and Management en_US
dc.subject Community Information Centres (CIC) en_US
dc.subject Confirmatory Factor Analysis (CFA) en_US
dc.subject Service quality en_US
dc.subject SERVQUAL model en_US
dc.subject Structural Equation Modelling (SEM) en_US
dc.title Modelling perceptions of community information centres : experiences from Zimbabwe en_US
dc.type Article en_US


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