Academy of Marketing Studies Journal (Print ISSN: 1095-6298; Online ISSN: 1528-2678)


Public Service Delivery Facades: Measuring Effectiveness through Grey Relation Theory

Author(s): Ram Komal Prasad and Rajendra Kumar Tiwari

Although the application of grey relation system theory has been prosperous in the engineering field, there are very few applications in the management field. We argue that this theory is worthy of promotion to the management field. Therefore, the main purpose of this study is to demonstrate the application of grey relation analysis, one part of the grey system theory, by analyzing the topic of public service delivery and people satisfaction. We have tried to investigate whether public service delivery and public satisfaction are two different constructs. Finally, tries to verify the relative importance of effective service delivery constructs and the constructs of overall service satisfaction by the service recipients i.e. citizens. The following is an enumeration of the important conclusions: effective service delivery constructs have a different effect on officers' work performance and overall service satisfaction has a different effect on service recipients.

Get the App