Stakeholder Satisfaction with Road Maintenance Service Delivery by the Department of Roads in Kathmandu Valley: A SERVQUAL Approach

Abstract

Road maintenance is a critical public service that directly affects the quality, safety, and economic productivity of a nation's road network. In Nepal, the Department of Roads (DoR) manages approximately 13,348 kilometres of strategic roads, yet maintenance service delivery remains chronically underfunded and inadequately executed (DoR, 2023). This study assesses stakeholder satisfaction with road maintenance service delivery by DoR in Kathmandu Valley, identifies the key problems, and recommends improvement measures. Using a structured questionnaire based on the SERVQUAL framework (Parasuraman, Zeithaml, and Berry, 1988), data were collected from 210 respondents across three stakeholder groups: road users (n = 100), contractors (n = 70), and DoR officials and engineers (n = 40). The overall Customer Satisfaction Index (CSI) was 49.41 percent, indicating poor service performance. Among the five SERVQUAL dimensions, Empathy recorded the lowest mean of 2.190 while Assurance had the highest at 2.706. A significant awareness gap was identified between road users (CSI = 42.80 percent) and DoR officials (CSI = 63.36 percent), confirmed by the Kruskal-Wallis test (H = 121.45, p < 0.001). The Relative Importance Index identified inadequate budget allocation (RII = 0.8686) and delayed fund release (RII = 0.8571) as the most critical problems. Multiple Linear Regression revealed Tangibles as the strongest predictor (standardised beta = 0.231, R² = 0.724). The Spearman rank correlation between problem severity and solution importance was 0.834 (p < 0.001), confirming strong stakeholder problem-solution coherence. The study recommends strengthening public finance management, introducing performance-based maintenance contracting, and establishing a public complaint mechanism to bridge the awareness gap between service providers and beneficiaries.