The research findings and research limitations have also contributed to the
identification of several areas for future research. First, the perceptions of key
stakeholders could be obtained and assessed. Such multiple sources of feedback on the
delivery of public services would provide a more holistic view of the extent to which
service quality permeates the organisation. In particular, although this study noted the
service-quality perceptions of managers and customers, the perceptions of the
employees who actually deliver the service are absent.