Nexus of Public Satisfaction and Administrative Decentralization: The Case of Siyambalanduwa Divisional Secretariat in Sri Lanka

This study aims to test service recipient satisfaction with the quality of services provided by the Siyambalanduwa Divisional Secretariat (DS) using the SERVQUAL instrument. Primary data were obtained through a questionnaire survey covering the Siyambalanduwa DS as the sample and sample was selected using the Yamane method. One hundred heads of households were selected as the sample from this DS, using a stratified sampling method. Government statistical reports, research reports, and internet sources were included as secondary data sources. Collected data were analyzed using descriptive statistical methods. The research findings revealed that issuing licenses, providing social welfare assistance, and offering land-related services were the most common services delivered locally by the DS. As for the service delivery efficiency, the majority claimed that they could receive the expected service in a friendly environment, but that it consumed far more time than expected. The residents showed a favorable attitude towards the responsiveness, empathy, and reliability of the DS but were dissatisfied with the tangibility and assurance. At normal times, the people’s satisfaction with the provision of DS services was generally neutral. However, the impacts of COVID-19 affected diagnosed individuals both economically and emotionally. Particularly, the lockdowns enforced during the pandemic resulted in farmers and small producers facing difficulties in marketing their products. In this situation, the people were highly appreciative of the services provided by the DS, especially the services it rendered through the Grama Niladharis (village officers), Public Health Inspectors (PHI), and Samurdhi development officers.