The Impact of Service Quality on Customer Satisfaction with Regard to Divisional Secretariats

Abstract

The aim of the study was to measure the service quality levels of divisional secretariats and to analyze its impact on customer satisfaction. This study, further, help suggest strategies for the quality of service offered by the divisional secretariats. For this study, the SERVQUAL scale used by Parasuraman, Zeithmal and Berry (1991) was used. Convenience sampling techniques was adopted. 156 persons enjoying or enjoyed services of these divisional secretariats of 4 divisional secretaries were the respondents for the questionnaires. Finding suggest that service quality dimensions such as reliability, assurance, tangibility, empathy and responsiveness are contributing to the service quality of services of divisional secretariats and there are gaps between the customer expectation and perception of the items under the dimension of service quality. Findings further indicate that service quality has an impact on customer satisfaction. There is a gap between the customer expectation and customer perception of the service quality in these divisional secretaries. Thus, as we are government servant or public officer, it is our duty to improve the service of these divisional secretariats and further increase the level of service quality. Government has to give all facilities to these divisional secretariats in order to further improve its quality of services.