The Relationship between Perceived Service Quality and Fishermen Satisfaction

Abstract

Nowadays each and every organization put their eyes on ensuring and enhancing the service quality, since they believe that customers perceived service quality and their satisfaction take a crucial role in achieving their goals. Even today, these two constructs are known as popular topic and still there is a need to check the constructs in different areas. Thus, the current research attempted to investigate the relationship between the fishermen perceived service quality and their satisfaction towards the Department of Fisheries and Aquatic Resource in Sri Lanka. For this purpose, there were 150 fishermen selected for the study and interview and questionnaires methods were used to collect the data. The study adopted univariate as well bivariate analysis. There were six hypotheses formulated for the study and as per the analysis, all six null hypotheses were rejected, as a result all alternative hypotheses were accepted. Thus, the study supported the findings that there is a positive significant association between fishermen’ perceived service quality and their satisfaction. Also the current study found that there are positive correlations among the dimensions of fishermen’ perceived service quality and their satisfaction where responsiveness and empathy were highly influenced on fishermen’ satisfaction.

Keywords: Perceived Service Quality, Fishermen’ satisfaction, Dimensions of Service Quality, SERVQUAL