Methodology for Service Quality Assessment of Social Programmes: A Framework

The planning and implementation of welfare schemes is the central theme to attend inclusive growth of an economy. The social welfare programmes eventually protect the poor and allow them to participate in the process of economic development. The present article is a part of a project and discusses the methodology adopted to evaluate the government sponsored social welfare schemes from slum dwellers prospective. The study has adopted a multi-dimensional service quality model to assess the perception and satisfaction of service quality of social service schemes. The service quality models used in prior studies focused only on functional qualities (service delivery process). However, the present study extended the service quality model beyond the delivery process and included the technical process (service outcome) that derives the end users’ perception and satisfaction. The extended model is more realistic and provides a better result.