Abstract:
A vast array of knowledge has been accumulated on the effect of service quality on customer satisfaction,
particularly with a large number of studies over the past few years. However, the effect of 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 of service quality on satisfaction of service
recipients of divisional secretariats. This particular organization was selected for the study as it is considered to
be the most significant service provider in terms of 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 of 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 of the service quality on satisfaction of service recipients. The study revealed that all the service quality
attributes positively related to satisfaction of the service recipients. The findings of the study show that
satisfaction of service recipients in terms of service quality has not met the expected level, which a divisional
secretariat is deemed to provide for.
Keywords: service quality, service recipient, Divisional Secretariat, satisfaction
