| dc.description.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. | en_US |
