Impact of technology in the Land Registry Ireland on service delivery from a customer view

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Adrian, Bradley
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MBA in Information Systems
Dublin Business School
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The aim of this study is to measure and identify gaps between user’s expectations and perceptions of the online services in the Property Registration Authority Ireland. Using a mixed approach, the researcher used secondary data by reviewing the literature regarding Service Delivery, eGovernment and Information System Service Quality to create a slightly modified version of the SERVQUAL instrument which includes a new dimension called “fear”. The researcher then used primary data in the form of a web based questionaries’ to receive the quantitative data. The findings found significant gaps between the customer expectations and the customer perceptions regarding the service quality dimensions. The findings found that fear can also impact service quality perceptions. Although most of the gaps can be attributed to external forces not related to the Property Registration Authority Ireland the main limitation was the lack of qualitative research which would have brought more clarity to the discussion. This dissertation will help practitioners and academics seeking new improved models of measuring and delivering quality service.