Customer Satisfaction Characterized by Service Quality for Revenue Collection of Municipal Service in Sri Lanka: A Pilot Study

Abstract

Municipal councils of a country are public services organizations that have been operating in a market monopoly. The purpose of carrying out a pilot study is to check the appropriateness of the questionnaire and the feasibility of the analytical process before carrying out a comprehensive research study. This pilot study focuses on the service quality dimensions which constitute customer satisfaction of municipality service for carrying out the analysis of inference statistics as customer satisfaction is the key driver of revenue collection. The feasibility of the pilot study confirmed the path for a comprehensive study. The pilot study selected 65 customers in one ward of the Municipal area and 48 respondents had successfully responded to the self-administrative questionnaire. Absolute values of Z-scores by capturing values less than 1.96 for skewness and kurtosis of all model variables confirmed that the probability distribution of all variables was substantially normal. The residual analysis of four assumptions of normality, homogeneity of variance, linearity, and independence confirmed that the validity of all model variables was compatible with linear regression. Cronbach’s Alpha indicated that two scales used to constitute the dependent variable of revenue collection needed to be modified and to be validated by another pilot test other than removing.