DSpace Repository

The Effect of Service Quality on Satisfaction apropos Service Recipients of Divisional Secretariats in Colombo District in Sri Lanka

Show simple item record

dc.contributor.author Nilwala, N.
dc.contributor.author Gunawardana, K.
dc.contributor.author Fernando, R.L.S.
dc.date.accessioned 2017-10-17T11:41:47Z
dc.date.available 2017-10-17T11:41:47Z
dc.date.issued 2017-02-28
dc.identifier.citation Nilwala, N., Gunawardana, K., Fernando, R.L.S. (2016). "The Effect of Service Quality on Satisfaction apropos Service Recipients of Divisional Secretariats in Colombo District in Sri Lanka", Journal o f Management and Sustainability, vOL.7 (1), pp. 127-138 en_US, si_LK
dc.identifier.issn 1925-4725
dc.identifier.issn 1925-4733
dc.identifier.uri http://dr.lib.sjp.ac.lk/handle/123456789/5857
dc.description.abstract Attached en_US, si_LK
dc.description.abstract A vast array o f knowledge has been accumulated on the effect o f service quality on customer satisfaction, particularly with a large number o f studies over the past few years. However, the effect o f service quality on satisfaction of service recipients in Divisional Secretariats in the Public Sector is relatively an unattended area by researchers. Hence, this study was carried out to evaluate the effect o f service quality on satisfaction o f service recipients o f divisional secretariats. This particular organization was selected for the study as it is considered to be the most significant service provider in terms o f statutory, social, economic and development in the country. A questionnaire survey and personal interviews were conducted to collect data by using the purposive sampling method. A modified questionnaire was prepared based on SERVQUAL instruments with two additional questions. A sample o f 520 service recipients from 13 Divisional Secretariats in Colombo was drawn and it was represented by 40 from each division. Correlation analysis and multiple regression analysis were used to examine the relative impact o f the service quality on satisfaction o f service recipients. The study revealed that all the service quality attributes positively related to satisfaction o f the service recipients. The findings o f the study show that satisfaction o f service recipients in terms o f service quality has not met the expected level, which a divisional secretariat is deemed to provide for.
dc.language.iso en_US en_US, si_LK
dc.publisher Journal o f Management and Sustainability en_US, si_LK
dc.subject service quality en_US, si_LK
dc.subject service recipient en_US, si_LK
dc.subject Divisional Secretariat en_US, si_LK
dc.subject satisfaction en_US, si_LK
dc.title The Effect of Service Quality on Satisfaction apropos Service Recipients of Divisional Secretariats in Colombo District in Sri Lanka en_US, si_LK
dc.type Article en_US, si_LK


Files in this item

This item appears in the following Collection(s)

Show simple item record

Search DSpace


Browse

My Account