2025, Vol. 6, Issue 2, Part E
Service quality perception: Citizen’s appraisal of e- Sevai-common service centers (CSC) and revenue departments work in Tirunelveli district, Tamil Nadu
Author(s): V Sylviya Johnsi Bai and C Uma Maheswari
Abstract: The Government of Tamil Nadu has set Common Service Centre (CSCs) Project –e-Sevai maiyam in citizens living places including villages, to implant an efficient, transparent, reliable and affordable channel to deliver a range of G2C, or Government-to-Citizen, and B2C or Business-to-Consumer services. The Common Service Centre (CSC) act as a front end delivery channels to provide various Government services particularly revenue department related works. A study on the usefulness of CSCs to stakeholders and their appraisal about CSCs functions in the Tirunelveli district, Tamil Nadu was evaluated using random sample assessment of beneficiaries visiting CSCs related to their work in revenue departments. The study revealed that the CSCs are maximum used by educated individuals particularly males. The citizens report that the CSCs operated by private agencies are not offering satisfactory services when compared with government run CSCs. Services criteria like job finishing time, less errors in work completion, more service charges, bribe for uploading false data and not completing the job in one visit are common complaint in private CSCs. Satisfaction with in accessibility to Centre, office working time, stakeholders friendly approach, timely job completion, citizens confidence, citizens data security confidence and problems solving skill are reported in both government and private run CSCs but the degree of dissatisfaction is high with private CSCs. An inquiry about the citizen’s awareness about the CSC shows that people in the study area are self-aware of the functioning of CSCs. The citizens recommend the use of government run CSC because it reduces time, economic, transparent, reducing error and no bribe. The study shows that CSCs is very helpful to the citizens. But the functioning style, skilled data entry person, a good internet connection, avoiding high uploading charges needs attention in both CSCs. Unchecking nature of submitted documents, poor and non-orderly uploading of documents will avoid rejection by officials on scrutiny and the center will increase the confidence level and citizen friendly nature
DOI: 10.22271/27084515.2025.v6.i2e.723
Pages: 467-473 | Views: 501 | Downloads: 191
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How to cite this article:
V Sylviya Johnsi Bai, C Uma Maheswari. Service quality perception: Citizen’s appraisal of e- Sevai-common service centers (CSC) and revenue departments work in Tirunelveli district, Tamil Nadu. Asian J Manage Commerce 2025;6(2):467-473. DOI: 10.22271/27084515.2025.v6.i2e.723
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