Abstract
Divisional secretariats are important public institutions in Sri Lanka that provide various public services. Service quality of divisional secretariats is very sensitive to the public that come to receive various services from them and most of time public has unfavorable response towards the service of those divisional secretariats. The divisional secretariat of Bingiriya also has the same issue. Therefore, it is vital for divisional secretariat of Bingiriya to know its service quality from the consumers’ perspective in order to better understand their needs and hence satisfy them. Consequently, the main purpose of this study was to evaluate the dimensions of service quality of the services provided by the Bingiriya divisional secretariat and its impact on customer satisfaction. A research model was developed by investigating the previous literature in order to assess the impact of service quality dimensions on customer satisfaction. The quantitative research approach was applied in the study. Data was collected from a sample of 306 customers of Bingiriya division following convenience sampling method in order to assess their expectations and perceptions of service quality and the public satisfaction through structured questionnaire. The model consists of five dimensions such as tangibility, reliability, responsiveness assurance and empathy. The model was tested using the statistical tool of regression analysis. Data analysis revealed that only tangible, reliability, responsiveness, and empathy have a significant impact on customer satisfaction where reliability is the most influential dimension and empathy is the second dimension. Assurance dimension was unable to indicate impact on customer satisfaction in Bingiriya divisional secretariat.
Highlights
Divisional secretariats have huge responsibility in dealing with citizens as it is the administrative level of the central government which is closer to the general public
This research is conducted to identify the impact of service quality dimension on customer satisfaction with special reference to Bingiriya divisional secretariat
This research is conducted to identify the impact of service quality on customer satisfaction in Bingiriya division
Summary
Divisional secretariats have huge responsibility in dealing with citizens as it is the administrative level of the central government which is closer to the general public. Customers have a common desire for personalized and close relationship with service providers It has become increasingly important for divisional secretariats’ vision to conceptualize the service concept beyond the short-term goals to the long-term national values. The Bingiriya divisional secretariat has employed various methods to measure the satisfaction level and the service quality through introducing suggestion box, appoint an officer to the “customer complaints” subject, obtaining written information (by a form) and so on. It can be seen the customer satisfaction level is generally low than expected (Table 2), and customer complaints increase year by year (Table 1)
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
