Consular services are crucial in providing assistance and support to citizens abroad, making it essential to understand and improve their quality. This thesis quantitatively assesses customer satisfaction with the quality of consular services by utilizing the SERVQUAL instrument. It measures customer perceptions (actual experience) and expectations (anticipated or desired experience) across five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. The study surveyed 106 individuals who recently utilized consular services in the Republic of North Macedonia's diplomatic and consular network. Data collection involved a structured survey questionnaire, and descriptive statistics were used for data analysis. The results indicate significant rifts between customer expectations and perceptions across all dimensions of consular services, suggesting low perceived service quality and overall customer dissatisfaction. Particularly, assurance— the credibility, competence, courtesy, and confidence of consular staff, contribute to this negative outcome. Additionally, reliability—the capability to consistently execute the promised service accurately and dependably, stands out as the primary driver of customer satisfaction. The study also suggests areas for improvement and provide actionable insights for policymakers, such as enhancing consular staff's skills and communication channels, which can boost overall customer satisfaction with consular services, trust in the government, and the country's international image.
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