| dc.description.abstract | Consumer satisfaction is the outcomes felt by buyers who have experienced a company performance that has fulfilled expectations. Service quality means meet or exceed the customers’ expectations and requirements. It focuses on physical environment, interaction quality and output quality. Trincomalee urban council has engaged in providing many services to the public. But they have been complaints regarding their Garbage clearing system. Therefore researcher intends to study whether the customers are satisfied or not in urban council services. The objectives of the research are to identify the factors which determine the service quality, to find out the relationship between service quality and customer satisfaction of Trincomalee Urban Council and to provide the suggestion to enhance the customer satisfaction through service quality of Trincomalee Urban Council. The research is limited to servicing areas of Trincomalee town and gravents. SERVQUAL model has been used for the conceptual frame work. It has the reliability, responsiveness, assurance, tangible and empathy. The research is confined only 250 Tamil families selected through convenient sampling from 18 G.N divisions in the Town and Gravents. Data’s were collected structured questionnaire. Univariate and bivariate used for analysis purpose. According to the analysis of research revealed that variables are moderately satisfied. Empathy and reliability having the low correlations, reasons are few vehicles are available, safeguard material has not been used properly, lack of supervision, lack of awareness of the public relations and customer waiting time is high. Suggestions are to improve their services such as change the garbage clearing time due to the public convince, maintain friendliness with beneficiaries and short out the labor and vehicle problems. | en_US |
