A study of service quality on customer satisfaction in motor traffic department in Trincomalee district

This research examines the study of service quality on customer satisfaction in a motor traffic department in Trincomalee district. Today in this modern world one of the basic necessities the people is transport. This service is essential not only to the trading community but also to the entire society as a whole. According to the pilot study, 30 questionnaires issued (January 2012) for customers to identify the service quality in motor traffic department, customers are moderately satisfied their services in Trincomalee district. The objective of the study is, to identify the factor which determines the service quality, to identify the factors which influence the customer satisfaction, to find out the relationship between service quality and customer satisfaction of the motor traffic department and provide the suggestion to enhance the customer satisfaction through service quality of the motor traffic department. Conceptual variables are tangible, reliability, responsiveness, assurance and empathy. Two hundred clients were selected sample from systematic random sampling method. A questionnaire was issued to those clients. Data’s are analyzed by descriptive, bivariate and multivariate analysis. All five variables are moderate support for the research. As per the multiple regression analysis, 39 percent of the variance is found in the customer satisfaction. Suggest some recommendation to improve customer satisfaction. Expand the infrastructure facilities, adequate training for employees to handing the modern equipment and good communication between the customer and management.

DOI: http://dx.doi.org/10.4038/sljda.v4i0.7120

Sri Lanka Journal of Development Administration, Vol. 4, pp. 147-159, 2014