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Impact of Service Quality on Customer Satisfaction: A Study Based on Bingiriya Divisional Secretariat

Authors:

A. H. M. D. H. Abeysinghe ,

Wayamba University of Sri Lanka, Kuliyapitiya, LK
About A. H. M. D. H.
Department of Business Management, Faculty of Business Studies & Finance
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T. K. Karandakatiya

Wayamba University of Sri Lanka, Kuliyapitiya, LK
About T. K.
Department of Business Management, Faculty of Business Studies & Finance
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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.
How to Cite: Abeysinghe, A.H.M.D.H. and Karandakatiya, T.K., 2020. Impact of Service Quality on Customer Satisfaction: A Study Based on Bingiriya Divisional Secretariat. Wayamba Journal of Management, 11(1), pp.1–9. DOI: http://doi.org/10.4038/wjm.v11i1.7487
Published on 25 Jun 2020.
Peer Reviewed

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