Modelling perceptions of community information centres : experiences from Zimbabwe

Abstract

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 constructs. Results confirmed that there are gaps between the expectations and experiences of the community in all five dimensions of the SERVQUAL. It can be concluded that there is a level of satisfaction among CIC users with the services provided at CICs. The study recommends that CIC service quality needs to be consistently evaluated to inform quality improvements over time.