Analysis of Public Satisfaction of Service Quality in Gampaha Municipal Council.

Abstract

Local governments in Sri Lanka represent the lowest tier of the administrative structure, where clients hold clear expectations of efficiency and effectiveness. This study aims to apply the SERVQUAL model to measure public satisfaction with service quality in the Gampaha Municipality. The research involved a sample of 100 and used purposive sampling technique to select service users from various departments within the Gampaha Municipality. A self-administered, Likert-scaled questionnaire was developed to separately measure the variables. The study's findings indicate a significant relationship between all the measured variables and public satisfaction. This research is particularly notable as it addresses a gap in existing literature; no previous studies have investigated the service quality of local government in Gampaha Municipality using the SERVQUAL model. The implications of this study are significant for local governments and policymakers. Future research could expand on this study by exploring other service quality dimensions within the SERVQUAL model and applying similar methodologies to other local government agencies.