Abstract:
Organizations, especially in the public sector agree that customer service is one of the
most vital factors that contribute establishment of reputation and credibility among the
public. Service product, service delivery and service environment are the main concern in
service quality for any organization. Finding of this research will help the administrators
in the public sector to identify different Service Quality Dimensions prevail in their
organizations and pluses and minuses of those Dimensions with regards [0 the Public
Satisfaction. The main objective of this research study was to identify the relationship
between Service Quality and Public Satisfaction in Divisional Secretariats in Colombo
District. There were three independent variables namely, Service Product, Service
Delivery and Service Environment. The dependent variable was the Public Satisfaction.
The sample consists of 250 general public who get services from in Divisional
Secretariats in Colombo District. Respondents were selected based on systematic random
sampling method. Data gathered for the study by using a questionnaire consist of 27
questions. Data were analyzed by using correlation coefficient technique and Regression
analysis. The analysis of findings reveled that there were positive relationship between all
three of Service Quality Dimensions and Public Satisfaction. According to the results of
this research, general public of Colombo District were highly satisfied through dimension
of Service Delivery.
