Figure 1
Organization Chart of Courts in Greece.
Source: official website of the Greek Ministry of Justice. Available at: https://www.ministryofjustice.gr/?page_id=612 (accessed 30 October 2022).
Table 1
Average scores of Lawyers’ and Employees’ service quality perceptions per item.
| MEAN (LAWYERS) | STD. DEVIATION (LAWYERS) | MEAN (EMPLOYEES) | STD. DEVIATION (EMPLOYEES) | |
|---|---|---|---|---|
| TA1 Up-to-date equipment | 1,93 | ,640 | 1,67 | ,661 |
| TA2 Visual appealing physical facilities | 2,00 | ,743 | 1,70 | ,837 |
| TA3 Neat Court staff | 2,90 | ,803 | 3,87 | ,819 |
| TA4 Visually appealing materials | 2,47 | ,900 | 2,40 | ,968 |
| RL1 Provide services at a predetermined time | 3,07 | 1,048 | 4,10 | 1,029 |
| RL2 Interest in solving customers’ problems | 3,23 | ,898 | 4,40 | ,770 |
| RL3 Performing services right the first time | 3,03 | ,850 | 4,13 | ,681 |
| RL4 Service in accordance with what has been promised or agreed | 3,40 | ,814 | 4,23 | ,817 |
| RL5 Error-free service | 2,93 | ,944 | 4,10 | ,712 |
| RS1 Knowing the exact time when service will be performed | 3,20 | 1,031 | 4,37 | ,765 |
| RS2 Court employees provide prompt service | 3,37 | ,718 | 4,40 | ,621 |
| RS3 Willingness to respond to the customers’ requests | 3,00 | ,788 | 4,47 | ,776 |
| RS4 Court staff has time to answer customers’ questions | 2,97 | ,928 | 4,20 | ,997 |
| AS1 Court staff instils confidence | 3,03 | ,765 | 4,23 | ,679 |
| AS2 Feeling safe and secure | 2,73 | 1,015 | 2,87 | ,900 |
| AS3 Courteous court staff | 2,90 | ,960 | 4,60 | ,621 |
| AS4 Court staff has knowledge to answer questions | 2,93 | ,868 | 3,97 | ,718 |
| EM1 Providing individual attention | 2,80 | ,847 | 3,90 | 1,242 |
| EM2 Convenient opening hours | 3,33 | 1,155 | 4,17 | 1,053 |
| EM3 Court staff provides personal attention | 2,50 | ,820 | 3,87 | ,937 |
| EM4 Customers’ best interests at heart | 2,83 | ,791 | 4,07 | ,907 |
| EM5 Understanding customers’ specific needs | 3,03 | ,765 | 4,17 | ,791 |
| Overall Mean of Lawyers SERVQUAL 22 items | 2,8909 | ,46117 | 3,8120 | ,39384 |
Table 2
Independent Samples Test results of comparisons of lawyers’ and court staff’s perceptions.
| LEVENE’S TEST FOR EQUALITY OF VARIANCES | T-TEST FOR EQUALITY OF MEANS | |||||||||
|---|---|---|---|---|---|---|---|---|---|---|
| F | SIG. | T | DF | SIG. (2-TAILED) | MEAN DIFFERENCE | STD. ERROR DIFFERENCE | 95% CONFIDENCE INTERVAL OF THE DIFFERENCE | |||
| LOWER | UPPER | |||||||||
| TA | Equal variances assumed | ,079 | ,780 | ,649 | 58 | ,519 | ,08333 | ,12834 | –,17356 | ,34023 |
| Equal variances not assumed | ,649 | 57,859 | ,519 | ,08333 | ,12834 | –,17357 | ,34024 | |||
| RL | Equal variances assumed | ,113 | ,738 | 7,525 | 58 | ,000 | 1,06000 | ,14087 | ,77801 | 1,34199 |
| Equal variances not assumed | 7,525 | 56,687 | ,000 | 1,06000 | ,14087 | ,77787 | 1,34213 | |||
| RS | Equal variances assumed | ,355 | ,553 | 7,546 | 58 | ,000 | 1,22500 | ,16234 | ,90005 | 1,54995 |
| Equal variances not assumed | 7,546 | 57,891 | ,000 | 1,22500 | ,16234 | ,90004 | 1,54996 | |||
| AS | Equal variances assumed | 1,827 | ,182 | 6,997 | 58 | ,000 | 1,01667 | ,14530 | ,72582 | 1,30751 |
| Equal variances not assumed | 6,997 | 53,567 | ,000 | 1,01667 | ,14530 | ,72531 | 1,30802 | |||
| EMP | Equal variances assumed | 1,774 | ,188 | 6,411 | 58 | ,000 | 1,13333 | ,17677 | ,77948 | 1,48718 |
| Equal variances not assumed | 6,411 | 56,755 | ,000 | 1,13333 | ,17677 | ,77932 | 1,48735 | |||
| SERVQUAL 22 items | Equal variances assumed | ,649 | ,424 | 8,319 | 58 | ,000 | ,92107 | ,11072 | ,69943 | 1,14270 |
| Equal variances not assumed | 8,319 | 56,613 | ,000 | ,92107 | ,11072 | ,69932 | 1,14282 | |||
Table 3
One-way ANOVA results for Lawyers and Court Staff.
| LAWYERS | GENDER | AGE | YEARS OF OCCUPATION | FREQUENCY | EMPLOYEES | GENDER | AGE | JOB POSITION | YEARS OF EMPLOYMENT | LEVEL OF EDUCATION | ||
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| SIG. | SIG. | SIG. | SIG. | SIG. | SIG. | SIG. | SIG. | SIG. | ||||
| TA_LAW | Between Groups | ,543 | ,331 | ,620 | ,623 | TA_EM | Between Groups | ,925 | ,894 | ,173 | ,703 | ,573 |
| Within Groups | Within Groups | |||||||||||
| Total | Total | |||||||||||
| RL_LAW | Between Groups | ,099 | ,639 | ,797 | ,685 | RL_EM | Between Groups | ,969 | ,139 | ,228 | ,024 | ,124 |
| Within Groups | Within Groups | |||||||||||
| Total | Total | |||||||||||
| RS_LAW | Between Groups | ,929 | ,462 | ,545 | ,548 | RS_EM | Between Groups | ,062 | ,804 | ,535 | ,171 | ,014 |
| Within Groups | Within Groups | |||||||||||
| Total | Total | |||||||||||
| AS_LAW | Between Groups | ,909 | ,852 | ,986 | ,955 | AS_EM | Between Groups | ,883 | ,614 | ,678 | ,122 | ,979 |
| Within Groups | Within Groups | |||||||||||
| Total | Total | |||||||||||
| EMP_LAW | Between Groups | ,354 | ,457 | ,539 | ,497 | EMP_EM | Between Groups | ,096 | ,893 | ,101 | ,058 | ,117 |
| Within Groups | Within Groups | |||||||||||
| Total | Total | |||||||||||
| QUAL_LAW | Between Groups | ,726 | ,868 | ,825 | ,789 | QUAL_EM | Between Groups | ,200 | ,778 | ,199 | ,041 | ,242 |
| Within Groups | Within Groups | |||||||||||
| Total | ||||||||||||
Figure 2
The percentage significance of the SERVQUAL dimensions (Lawyers).
Figure 3
The percentage significance of the SERVQUAL dimensions (Employees).
Figure 4
Mean of Lawyers’ perceptions.
Figure 5
Mean of Court Employees’ perceptions.