IMPROVING GOVERNMENT SERVICE DELIVERY INEGYPT: THE CASE OF THE TRAFFIC DEPARTMENTS OF HELIOPOLIS AND NOZHA DISTRICTS

Karim Nabil Salem British University in Egypt

ABSTRACT

The purpose of this paper is to assess the quality of service provided by the Egyptian civil service using the SERVQUAL model. In spite of the huge funds allocated by the Egyptian government towards service delivery, yet these funds seem to have little or no impact, as officials tend to focus on the amount of public spending and not the impact of public spending, or in other words the quantity of services provided and not the quality of services delivered. Using the SERVQUAL model, this paper tries to conduct a gap analysis, with the purpose of identifying any service quality gaps between the Egyptian citizens’ expectations of government services and the perception of the actual delivered services. The results showed wide gaps between perceptions and expectations revealing the underperformance in service delivery in the traffic departments of Heliopolis and Nozha districts.