Exploring quality of citizen service delivery system in the state of Karnataka, India

Abstract

Purpose The purpose of this paper is to understand the citizen perception of quality of service with respect to the Government’s citizen service delivery system of Karnataka and conduct an investigation to determine the major factors which affect the quality of Government service delivery system in the state of Karnataka in India. Design/methodology/approach Primary data related to variables affecting citizen service satisfaction are collected using a questionnaire survey. The questionnaire was designed based on literature review and consulting officers associated with public service delivery system in the state of Karnataka. Findings The study found that the five factors “Responsiveness,” “Tangibility,” “Predictability,” “Reliability” and “Perceptiveness” are primary determinants of the quality of citizen/government services. Research limitations/implications Right to Service Act has been adapted by 24 states and 5 union territories in India. It is highly impossible to study the progress of Right to Service Act in each and every state of India. In this paper, the author has made a detailed study of state of Karnataka, which has the highest in-time service disposition rate −95.06%, highest number of institutions −99 and highest number of services −1,115 services under Right to Service Act in India and generalized the results for other states. Practical implications This research enables government institutions/organizations to enhance their understanding of citizen service quality and perception of government services. The citizen satisfaction gauging parameters can provide useful direction to the design, implementation and management of government services. Social implications Government/citizen services include services provided by each and every department of the government. The services covered here begin from birth of individual as birth certificate service till the death of individual which includes death certificate, and in between this life cycle of an individual, important events such as service related to caste certificate, marriage certificate, service verification for job, property or Khatha certificate are included under government services, covering services related to all the major events of one’s life. The improved level of service quality can enhance service satisfaction among citizens resulting in good governance. Originality/value The paper addresses quality of Government services for the first time in the state of Karnataka, India using a carefully designed research study. This paper is of value to research scholars in the area of government service quality in India and other countries where government services are delivered either under Right to Services Act, in stipulated time frame or through citizen charters.