The privatization's effect on the perceived service quality

• Main Authors: Hörqvist, Robin, Krasniqi, Mentor
• Format: Others
• Language: English
• Published: Högskolan Kristianstad, Sektionen för hälsa och samhälle 2014
• Subjects: Service management; Customer service quality; New Public Management; Privatization
• Online Access: http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-12361

Research question How does the customers´ perceived service quality change when an industry becomes privatized? Purpose 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. Methodology This study is of a quantitative approach where empirical data is collected through a questionnaire which is handed out to 120 respondents. Findings There are no statistically proven difference in perceived service quality between state-owned and privately-owned enterprises. Conclusion                         State-owned and privately-owned enterprises are similar in sense of delivering customer service quality in a deregulated and competitive marketplace. Implications 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.