Assessing the Service Quality

Customer satisfaction is one of the dozens of factors that contribute to the success or failure of businesses. The major aim of this research work is to employ the SERVQUAL diagnostic framework to assess the extent to which the office of the Registrar of Companies and Intellectual Property (ROCIP) in Botswana provides quality service to its many and diverse customers in its mandate of registering businesses and protecting intellectual property. The study further seeks to investigate the service quality attributes that influence customer satisfaction at ROCIP, as well as identifying existing quality gaps and recommending remedial measures to close those gaps. The research findings have identified four of the five SERVQUAL dimensions (reliability, empathy, tangibility, and responsiveness) to be the main determinants of service quality at ROCIP.The main conclusion drawn from this research is that current interventions implemented by ROCIP to provide quality service to customers have not yielded positive results as demonstrated by the negative quality gaps, hence service improvements are required across all dimensions of the SERVQUAL diagnostic.