CONSUMER PERCEPTION OF QUALITY SERVICE: A CASE OF PASSPORT OFFICE PESHAWAR, PAKISTAN

Abstract

The purpose of this research was to identify the customer perception towards quality
service for passport office Peshawar Pakistan. The study has used the Servqual model
for it conceptual framework for the definition of quality in service sector. The model
describes eight components of service quality which have been measured on a 5 point
lickert scale starting from strongly disagree to strongly agree. Study has used non
probability sampling and on convenient basis on a sample of 300 respondents the final
analysis was made. Findings of the study shows that Passport office Peshawar Pakistan
need improvement in their offerings as the eight factors of quality are not offered
effectively i.e time and accessibility which leads dissatisfaction. Managers can use this
in their offices and can implement these eight dimensions of quality in their offerings
and can increase their customer satisfaction.