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<p>This study assesses the quality of public service delivery in the Mogadishu Local Government (Benadir Regional Government), Somalia, by measuring the gap between citizen expectations and perceptions. It aims to provide a diagnostic, evidence-based analysis to inform policy and practice in a fragile, post-conflict context. The research is grounded in Disconfirmation Theory, which posits that satisfaction is determined by the gap between pre-service expectations and post-service perceptions. The study operationalizes this theory using the SERVQUAL model, measuring gaps across five dimensions: Tangibility, Reliability, Responsiveness, Assurance, and Empathy. A quantitative research design was employed, utilizing a structured online survey adapted from the SERVQUAL instrument. Data were collected from 354 residents of Mogadishu, selected via purposive and convenience sampling. The data analysis involved descriptive statistics, SERVQUAL gap analysis (P–E), and One-Way ANOVA to examine demographic influences. The instrument demonstrated strong validity (KMO = 0.87, Bartlett’s Test <i>p</i> &lt; .001) and reliability (Cronbach’s Alpha &gt; 0.70 for all dimensions). The analysis reveals a state of precarious equilibrium, with an overall marginally positive satisfaction gap (0.02). A critical dichotomy was identified: the government performs well in “human” dimensions like Assurance (gap: + 0.26) but fails critically in “systemic” dimensions, especially Tangibility (gap: − 0.29). Core services like Reliability and Responsiveness showed near-zero gaps, indicating operational mediocrity. Demographic analysis revealed significant dissatisfaction among younger, more educated, and single citizens. The Mogadishu Local Government is successfully building interpersonal trust but remains severely constrained by infrastructural deficits and inefficient core processes. Citizen satisfaction is passive and fragile, merely confirming low baseline expectations rather than signifying robust approval. Prioritized recommendations include urgent investment in tangible infrastructure; leveraging staff strengths through continuous training; systematic overhaul of core service processes for reliability; and adopting demographically-informed, targeted service models. The study’s generalizability is constrained by the use of non-probability sampling. The cross-sectional design provides a snapshot in time, and the findings are subject to the limitations of self-reported data. This study provides the first systematic, SERVQUAL-based empirical diagnosis of municipal service quality in Somalia. It demonstrates the model’s robustness as a diagnostic tool in a fragile state context, offering a novel dataset and a clear roadmap for rebuilding public trust and governance legitimacy.</p>

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Assessing public service quality delivery in the Mogadishu local government: a SERVQUAL model analysis of citizen satisfaction in Somalia

  • 期刊论文

  • 发表日期：

    2026年7月21日

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  • Abdullahi Ilyas Osman,
  • Ahmed Adam Hassan

摘要

This study assesses the quality of public service delivery in the Mogadishu Local Government (Benadir Regional Government), Somalia, by measuring the gap between citizen expectations and perceptions. It aims to provide a diagnostic, evidence-based analysis to inform policy and practice in a fragile, post-conflict context. The research is grounded in Disconfirmation Theory, which posits that satisfaction is determined by the gap between pre-service expectations and post-service perceptions. The study operationalizes this theory using the SERVQUAL model, measuring gaps across five dimensions: Tangibility, Reliability, Responsiveness, Assurance, and Empathy. A quantitative research design was employed, utilizing a structured online survey adapted from the SERVQUAL instrument. Data were collected from 354 residents of Mogadishu, selected via purposive and convenience sampling. The data analysis involved descriptive statistics, SERVQUAL gap analysis (P–E), and One-Way ANOVA to examine demographic influences. The instrument demonstrated strong validity (KMO = 0.87, Bartlett’s Test p < .001) and reliability (Cronbach’s Alpha > 0.70 for all dimensions). The analysis reveals a state of precarious equilibrium, with an overall marginally positive satisfaction gap (0.02). A critical dichotomy was identified: the government performs well in “human” dimensions like Assurance (gap: + 0.26) but fails critically in “systemic” dimensions, especially Tangibility (gap: − 0.29). Core services like Reliability and Responsiveness showed near-zero gaps, indicating operational mediocrity. Demographic analysis revealed significant dissatisfaction among younger, more educated, and single citizens. The Mogadishu Local Government is successfully building interpersonal trust but remains severely constrained by infrastructural deficits and inefficient core processes. Citizen satisfaction is passive and fragile, merely confirming low baseline expectations rather than signifying robust approval. Prioritized recommendations include urgent investment in tangible infrastructure; leveraging staff strengths through continuous training; systematic overhaul of core service processes for reliability; and adopting demographically-informed, targeted service models. The study’s generalizability is constrained by the use of non-probability sampling. The cross-sectional design provides a snapshot in time, and the findings are subject to the limitations of self-reported data. This study provides the first systematic, SERVQUAL-based empirical diagnosis of municipal service quality in Somalia. It demonstrates the model’s robustness as a diagnostic tool in a fragile state context, offering a novel dataset and a clear roadmap for rebuilding public trust and governance legitimacy.