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Journal of Public Administration (JOPA)

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Modelling Perceptions of Community Information Centres: Experiences From Zimbabwe

Author: Martha Mushunje and Estelle De Beer

Affiliation: 1University of Fort Hare 2University of Pretoria

Source: Journal of Public Administration, 2024-03-05 11:27:08

Accreditation: Department of Higher Education and Training (DHET)



Abstract: Modelling Perceptions of Community Information Centres: Experiences From Zimbabwe

The purpose of the research study was to determine the quality of the services provided at Community Information Centres (CIC) in Zimbabwe. The research is premised on Parasuraman, Zeithaml and Berry's (1998) Gaps model. It used a cross-sectional survey of a purposively selected sample of 475 respondents in three sampled centres. Structural Equation Modelling (SEM) was used to identify the relationships between the SERVQUAL dimensions (tangibility, responsiveness, reliability, empathy and assurance) and the latent service quality. Confirmatory Factor Analysis (CFA) was used to assess construct validity of the SERVQUAL dimensions. The results show that the SERVQUAL dimensions were positively related to service quality. Furthermore, there was validity in the SERVQUAL