The paper "Quality and Excellence of Government Services and its Effects to Customer Satisfaction" is an outstanding example of a management research proposal. Quality has grown to be the benchmark for achieving a competitive advantage. Organizations emphasize excellence and quality management as the channel for achieving excellence standards. Excellence is a state of excelling. In business terms, excellence is “ the ability of firms to make profits while meeting the customers’ requirements” (Antonescu and Constantinescu, 1993 cited in Ionica et al. 2010 p. 127). Customer satisfaction is the first item in the quality management circle.
Every organization has customers and unless it gathers information about what they require and what their expectations are, it cannot meet, let alone exceed the customers’ expectations. Many organizations seek to achieve quality management and excellence in a bid to gain a competitive advantage and increase performance and profitability. Similarly, governments have popularised their efforts in quality management and excellence in offering government services to their citizens. Quality management is believed to impact customer satisfaction and loyalty which validates any business. This study seeks to find out whether the same principles of quality management used by businesses are applicable in governments especially in offering public services.
It seeks to find out how governments apply the European Foundation for Quality Management (EFQM) model, especially the leadership and customers, in the delivery of their services. Furthermore, the study will establish the role of leaders’ vision towards the practice in quality and excellence in services. The major question the study will seek to answer is whether good governance services have effects on customers, in this case, public, satisfaction and loyalty.
Finally, the research will compare the level of UAE quality in government services with that of the UK and Malaysian governments. Problem statement In the age of global competition and economic liberalization, governments face the pressure of improving the efficiency and effectiveness of how they deliver public services (Al-Raisi and Al-Khouri 2010).
Al-Raisi, A N and Al-Khouri, A M, 2010, Public value and ROI in the government sector, Advances in Management, Vol. 3, No. 2, pp. 1-6.
Bryman, A and Bell, E., 2003, Business Research Methods, New York: Oxford University Press.
Foley, K J, 2000, from quality management to organizational excellence: Don't throw the baby out with the bath water, Multinational Alliance for the Advancement of Organisational Excellence, Proceedings of the 1st International Research Conference on Organisational Excellence in the Third Millennium, Estes Park, CO.
Ionica, A, Baleanu, V, Edelhauser, E. and Irimie, S., 2010, TQM and business excellence, Annals of the University of Petrosani, Economics, Vol. 10, No. 4, pp. 125-134.
Reeves, C A and Bednar, D A, 1994, Defining Quality: Alternatives and Implications, Academy of Management Review, Vol.19, No.3, pp.419-445
Shafiq, M, 2012, Implementation of quality management systems and business excellence frameworks in Pakistani textile companies, Journal of Quality and Technology Management, Vol. 8, No. 2, pp. 11-23.
UAE government Strategy 2011-2012, Available online at: http://www.uaecabinet.ae/English/Documents/PMO%20StrategyDocEngFinV2.pdf
Vora, M K, 2002, Business excellence through quality management, Total Quality Management, Vol. 13, No. 8, pp. 1151-1159.