Government Service Delivery System: Does Satisfaction Matter? With Reference to Right to Service Act in the State of Karnataka, India

Purpose: Service delivery is the main function of any government. For measuring the success of government and its governance a well-founded theory is crucial, which could help governments to improve their service standards as well as service satisfaction of citizens. We propose this measure using citizen service satisfaction as a measure of government’s success, as well as explore its relation with quality of the service delivered to the citizens. The purpose of this research is to examine the quality of public service delivery system in Karnataka, India and determine the important factors which influence the quality of public service delivery system and citizen service satisfaction. Design/Methodology/Approach: In India, the majority of states are delivering the public services to citizens under right to service act. In comparison with 23 other counterparts, Karnataka has been the state to deliver highest number of services in India under right to service act. At present the state of Karnataka is providing 1,181 services within the stipulated time frame of right to service act. Hence survey was conducted in the state of Karnataka. Primary data associated with variables influencing public service quality are collected using a questionnaire survey. The survey questionnaire has been designed on basis of literature review and in consultation with officials involved in public service delivery system. Findings: Tangibility, reliability, responsiveness, assurance, empathy, valence, and waiting time were the seven factors which were grouped under two dimensions functional quality and technical quality of service delivery. The analysis shows that 52.2% of the variance in citizen service satisfaction is captured by service quality and its dimensions. We found that service quality has a relationship with citizen service satisfaction. Waiting Time, responsiveness, assurance, and tangibility were found to be of more importance when compared with remaining factors in determining service quality. From the study, it is evident that citizen service satisfaction can be expressed as proportional change in service quality. Practical Implications: The results contribute towards understanding of key factors which influence citizen service satisfaction and help to enhance service delivery process. Social Implications: Public services are the services which are being provided by government to citizens, which include services from issuance of birth certificate till issuance of death certificate, services covering major events of entire lifecycle of an individual. The ameliorate service quality can enhance public service satisfaction precipitating in good governance. Originality/Value: This study addresses quality of public service delivery system in India through a carefully designed research. This research will be of greater value to scholars involved in research area of public service delivery system, public service quality and satisfaction in developing countries.