The concept of customer/client perception and satisfaction in public service: The extent to which parents of children with functional disabilities are satisfied and percieve the services their children recieve from Sandnes municipality,and how this service provision reflect a seller- customer concept
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In chapter one a brief description of leisure activities in the study , information about Sandnes municipality, significance of the study. In this same chapter justification as to Why parents are to be studied/interviewed instead of children with functional disabilities. The chapter also cover motivation, challenges, the global historical perspective of people with functional disabilities, approaches to disability and the background history of people with disabilities in Norway. Chapter two consists of literature review. Concepts like customer, service, customer satisfaction and customer perception, Serqual model and Justice theory are also presented in this chapter. Chapter three presents research methods which were used in the study, scope of the study, short description of the interviewees. Customer expectations in service delivery is presented and parents` expectations before their children begun to use assistance leisure time. In chapter four research findings are presented and discussed simultaneously. Different types of justices are discussed relating them to the study. Gender concept, professionalism, clients` opinions are presented. Respondent’s understanding of customer concept is presented. In this same chapter a comparison between customer handling in leisure department and customer handling in profit oriented firms is discussed. Customers satisfaction is presented, employees or service providers contributions to customers satisfaction and limitations of the study. In chapter five discusses the justice theory’s applicability to the study, presents respondents opinions, respondents` perception of customer concept, professionalism of service, comparison between customer handling in leisure department and customer handling in profit oriented firms, respondents` satisfaction, employees contribution to customer satisfaction and limitations of the study are also covered in this chapter.
Master's thesis in Service management