Abstract

https://ssrn.com/abstract=2699879
 


 



Analysis of Public Satisfaction on Services Quality of Urban Local Authorities in Sri Lanka


H.M.L.P. Karunarathne


University of Sri Jayewardenepura

W.H.T. Gunawardhana


University of Sri Jayewardenepura

J. Edirisinghe


University of Sri Jayewardenepura

December 7, 2015

12th International Conference on Business Management (ICBM) 2015

Abstract:     
Local Authorities are in the lowest level administration structure in Sri Lanka. As enormous amount of literature suggest, service quality and beneficiaries satisfaction are very important concepts that local authorities must understand in order to remain efficient and effective. Accordingly, SERVQUAL is one of best models used in measuring level of service quality of local authorities. This paper aims to measure the satisfaction level of beneficiaries’ in selected Urban Local Authorities in Colombo district using SERVQUAL model and describe how beneficiaries perceive service quality and whether they are satisfied with services offered by local authorities. Colombo Municipal Council (CMC), Dehivala Mount Lavinia MC, Mahagaragama UC and Boralesgamuwa UC limits were selected as sampling framework. Unit of analysis is beneficiaries and 50 beneficiaries were interviewed in each authority using seven point Likert scaled, self-administered questionnaire. Data was analyzed as per the SERVQUAL model with help of SPSS 20.0 package. Considering all aspects by which public are satisfied related to the services provided by the local authorities in selected sample, Maharagama UC is providing expected services as it is; with a small gap -0.02. Also CMC’s gap -0.11 indicates a better sign of their services without having a large deviation from the expected level. However, Boralesgamuwa UC is the most inefficient services providing local authority which scores a 3.00 gap. As per the gap shows, Dehiwal Mt. Levenia is also slightly weak service providing local authority. However, further research on this area is required to verify the findings and find out the reasons/causes to the dissatisfaction (gap) of the people who look for services from Local Authorities in Sri Lanka.

Number of Pages in PDF File: 18

Keywords: Service Quality, Satisfaction, SERVQUAL model, Urban Local Authorities

JEL Classification: M39


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Date posted: December 6, 2015  

Suggested Citation

Karunarathne, H.M.L.P. and Gunawardhana, W.H.T. and Edirisinghe, J., Analysis of Public Satisfaction on Services Quality of Urban Local Authorities in Sri Lanka (December 7, 2015). 12th International Conference on Business Management (ICBM) 2015. Available at SSRN: https://ssrn.com/abstract=2699879

Contact Information

H.M.L.P. Karunarathne (Contact Author)
University of Sri Jayewardenepura ( email )
Nugegoda
Gangodawila, Nugegoda
Sri Lanka
W.H.T. Gunawardhana
University of Sri Jayewardenepura ( email )
Nugegoda
Gangodawila, Nugegoda
Sri Lanka
J. Edirisinghe
University of Sri Jayewardenepura ( email )
Nugegoda
Gangodawila, Nugegoda
Sri Lanka
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