Quality of service provided by Health and License Department

The report highlights the importance of customers' satisfaction and quality of service at present. The sample comprised 55 respondent who were administered a short questionnaire from 23 July to 24 August 2001. From 9 a.m. to 4 p.m. the questionnaires are distributed the customers after they attained the services. From the observation and interview with the staffs it can be indicated that there are a lot of space for service improvement. The weaknesses that require improvement will including on working system, training and educational programs, working standard and work procedure. From questionnaires it was found that the level of service is relatively poor as perceived by customers. Analysis of the data indicated that about 46 percent of the respondents were men and 54 percent women. Most of them were below 30 years. Customers expressed greatest satisfaction with the comfortable surrounding. However, they were not particularly satisfied with staffs’ responsiveness. A few recommendations have been listed to improve the current service quality at Health and License Department. One of the recommendations is to improve training and educational programs. Through well-conducted, interesting method of presentation, comfortable situation and high participation, the staff would be able to imply the knowledge received and improve job performance. Through this research, the quality level of customer’s service provided by Health and License Department revealed. Through analysis it is evident that the present day standards of quality are essential for any organization.