Using the Servoual Model to Evaluate the Service Delivery of the Consumer Protection Council in Nigeria

Abstract

This study is an in-depth empirical investigation that seeks to compare consumer expectations to perceptions in the delivery of services in the consumer protection council (CPC) in Nigeria. The aim of this study is to use SERVQUAL instrument to ascertain any actual or perceive gap between consumer expectations and perceptions of the service offered by the council. The objectives are to ascertain the tangible, reliability, assurance, responsiveness and empathy dimensions of the service quality by measuring consumers’ expectations to perceptions using the twenty-two (22) statements developed in the modified five dimension SERVQUAL. The questionnaire was subjected to reliability and validity tests. Seven research questions and seven hypotheses were formulated and tested. The statistical analysis used are mean, paired t-test and one-way analysis of variance (ANOVA). Findings show that there are no significant differences between the expectation and perceived CPC services for the five SERVQUAL dimensions.The study sets a ground for further research in evaluating service deliveries performance in other service industries in Nigeria such as NAFDAC, SON etc by applying both technical and image quality.

Keywords: Servqual, NAFDAC, t-test, ANOVA.