Citation:Wasantha, H.L.N., Mohammed, A.S. and Mohammed, N.(2017). IMPACT OF SERVICE QUALITY GAPS TOWARDS THE PERCIVED SERVICE QUAILITY OF MUNICIPALITY DELIVERY SYSTEM FOR BUSINESS GROWTH IN SRI LANKA. International Conference on Advanced Marketing 2017. Department of Marketing Management, University of Kelaniya, Sri Lanka.p 27.
Date:2017
Abstract:
The main objective of this study is to first find out perceived service quality in delivery system in
municipality using SERVQUAL gaps and then the role of technology and communication channel as
moderating variables in the ten Local government Authority in Sri Lanka. Both descriptive and
inferential statistical techniques were applied to evaluate the effects of independent variables (i.e.
knowledge, perception and interpretation gaps) on perceived service quality (dependent variable) and
the role of moderating variable (i.e. technology and business communication channel of the delivery
system). Regression analysis was used to examine the effect of the moderating variables on
perceived service quality on customer satisfaction. Perceived service quality was found correlated (r
= 0.646) with satisfaction and their decision making. Findings suggested that 64.6% of customers
perceived service quality is an important factor in customers’ evaluation of satisfaction. This
conclusion is based on the three external service quality gaps as well as two moderating variables.
This research may be applied for the logical derivation of future hypothetical propositions and
subsequent evidence through empirical investigation and that provides a platform for future research.
We suggest that this approach facilitates the pursuit of theory that notifies organizational practices in
dynamic service context.
