Nepali Customer Perception and

Expectation of Service Quality of

Public Service Institution

Group 1
Anisha Adhikari
Aloke Jung Joshi
Prajwal Thapa
Seekha Rai

Introduction
Perception: how customers view a
certain product or service
Expectation: Perceived value
customer seek from the purchase
of a good or service
Helps to identify service quality:
Expectation > Perception: Low
service quality
Perception > Expectation: High
service quality

Why this topic?

Public service is integral part of a citizens
life
Service of public institutions is the face of
service culture in the country
General customer perception of service
quality of public institutions is not good in
Nepal
Not much research done yet in the topic in
Nepal
Will act as a base for improvement in
public service quality by identifying
customer perception and expectations

Methodology
1. Type of study: Co-relational Study
2. Sample Design
Sample description: People above 16 yrs
age group living within Kathmandu valley
Sample size: Minimum 50
Sampling technique: Convenience
sampling
4

Methodology
3. Data Plan
Nature of data: Quantitative data
Mode of collection of data:
Questionnaire survey (Servqual)
Types of data: Primary data

Methodology
4. Study Setting: Non-contrived
5. Unit of Analysis: Individuals
6. Time Horizon: Cross-sectional

Managerial Implications

Evaluati
on of
current
service
quality

Identify
gaps in
service
quality by
comparis
on of
perceptio
n and
expectati
on

Identificat
ion of
areas of
Improvem
ent

Achievem
ent of
Customer
Satisfacti
on

References
https://en.wikipedia.org/wiki/SER
VQUAL
http://www.businessdictionary.co
m/definition/customerexpectations.html
https://www.reference.com/busin
ess-finance/customerperception-7e490f419d41a746