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An Assessment of Service Quality and Customers' Willingness to Pay for an Improved Service Delivery: A Study of Divisional Secretariats in the Central Province of Sri Lanka

Authors:

Sarath S Kodithuwakku ,

Senior Lecturer, Department of Agricultural Economics & Business Management , Faculty of Agriculture, University of Peradeniya, LK
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TMPIM Tennakoon

Research Assistant, Department of Agricultural Economics & Business Management , Faculty of Agriculture, University of Peradeniya, LK
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Abstract

The objective of this study was to investigate the quality of services delivered by Divisional Secretariats as perceived by the service delivery personnel and the general public. The willingness of the customers to pay for an improved service delivery was also investigated. The study was conducted in six Divisional Secretariats in the Central Province using a case study approach followed by a survey. Quality of the services in terms of people, process, and physical out come and customers' willingness to pay for improved service delivery was also assessed. The quality of the delivered services was not found to be up to customer expectations. The majority of them were willing to pay for improved service delivery with business related customers willing to pay more. A fee based service delivery system together with performance based payment linked to a customer based evaluation system could be introduced to increase the quality and accountability of such services.

Sri Lankan Journal of Humanities and Social Sciences Vol.1(1) July 2009
How to Cite: Kodithuwakku, S.S. and Tennakoon, T., 2010. An Assessment of Service Quality and Customers' Willingness to Pay for an Improved Service Delivery: A Study of Divisional Secretariats in the Central Province of Sri Lanka. Sri Lanka Journal of Humanities and Social Sciences, 1(1), p.None.
Published on 09 Dec 2010.
Peer Reviewed

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