Public service delivery dilemma: achieving quality of service in Fiji

Today customers (or citizens of any nation) want effective, efficient and equitable services. The global problem is one where public service delivery is in a state of dilemma and service quality appears to be deteriorating. The dilemma is that the performance of the public service is not businesslike, and this has impacted the quality of service delivery. With this, customers/citizens are demanding an answer. In Fiji the area of public service delivery and service quality in particular appears to have received fairly modest attention. The main objectives of this paper are to get deeper understanding of the public service dilemma and understand the relationships between quality of services and customer satisfaction.