Service Seeker's Satisfaction of Sainamaina Municipality

Abstract

The objective of this research is to evaluate the quality of municipal services provided by the local government in Sainamaina, a municipality located in the Rupandehi district Nepal, by assessing service quality dimensions and identifying the key factors that influence citizen satisfaction. A total of 450 questionnaires were distributed, ensuring fair representation across all 11 wards of the municipality. A comprehensive analysis of the collected data involved descriptive statistics, multiple regression, Pearson correlation, as well as reliability assessments using Cronbach's alpha and Q-plots to examine data normalcy. The study employed the modified SERVQUAL and SERVPERF models to assess municipal service quality in the unique context of Sainamaina. The five service quality dimensions, specifically Reliability, Tangibility, Empathy, Assurance, and Responsiveness, significantly influenced citizen satisfaction. Among these dimensions, Responsiveness and Empathy emerged as the most impactful factors in shaping overall service satisfaction in Sainamaina. The assessment of service quality dimensions in Sainamaina serves as a valuable strategic tool for enhancing the provision of municipal services. By focusing on these critical dimensions, local governments can address the specific needs and expectations of their citizens, ultimately improving the overall satisfaction and well-being of the community. Keywords: Service, quality, Satisfaction, Local government.