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<p>This study aims to highlight a very important issue in developing countries related to the delay in the dispensation of justice. The study is survey-based and covered district courts of three highly congested cities with respect to case-pendency. The total sample size included litigants (4100 sample) and lawyers (3900). The survey also involved both civil and criminal litigations for measuring the quality of judicial services and examining the factors causing differences between the perception and satisfaction about court services using SERVQUAL-GAP model. The analysis showed that judicial system is less empathetic towards poor and less effective and responsive in terms of coordination between law enforcement agencies. Considering five dimensions of this SERVQUAL analysis, lawyers highlighted that the length of and cost of court procedures are causing delay in justice during case proceedings. While the litigants underlined the less cooperative role of lawyers towards poor in terms of their fee charges and emphasized upon the need to make cost structure user-friendly for making justice easily accessible to masses. Overall Adjournments, ill-preparedness of lawyers and cost of proceedings have been found the major factors causing delay in disposition of cases by all the users and training of judicial professionals and court automation is suggested as the big ‘leveler’ for improving the governance of judicial system.</p>

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Evaluating Judicial Service Quality At District Courts of Pakistan: An Empirical Analysis Using SERVQUAL-GAP Model

  • 期刊论文

  • 发表日期：

    2025年11月11日

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  • Saima Sarwar,
  • Alvina Sabah Idrees

摘要

This study aims to highlight a very important issue in developing countries related to the delay in the dispensation of justice. The study is survey-based and covered district courts of three highly congested cities with respect to case-pendency. The total sample size included litigants (4100 sample) and lawyers (3900). The survey also involved both civil and criminal litigations for measuring the quality of judicial services and examining the factors causing differences between the perception and satisfaction about court services using SERVQUAL-GAP model. The analysis showed that judicial system is less empathetic towards poor and less effective and responsive in terms of coordination between law enforcement agencies. Considering five dimensions of this SERVQUAL analysis, lawyers highlighted that the length of and cost of court procedures are causing delay in justice during case proceedings. While the litigants underlined the less cooperative role of lawyers towards poor in terms of their fee charges and emphasized upon the need to make cost structure user-friendly for making justice easily accessible to masses. Overall Adjournments, ill-preparedness of lawyers and cost of proceedings have been found the major factors causing delay in disposition of cases by all the users and training of judicial professionals and court automation is suggested as the big ‘leveler’ for improving the governance of judicial system.