Clients’ Levels of Satisfaction with Public Service Provision in Jamaica
Jimmy Kazaara Tindigarukayo

Abstract
A survey of clients was conducted in ten randomly chosen public organizations that were implementing the Citizen’s Charter Program in Jamaica in 2009. The objective of the study was to assess the extent to which the introduction of the Program had improved the delivery of services to customers. Using data on levels of clients’ satisfaction with services provided, a performance index of each organization was calculated. These indices were subsequently utilized to rank-order studied organizations on their individual performance. Results ranged from the highest satisfaction index score of 89% by the Ministry of Labor to the lowest score of 25% by Registrar General’s Department. Overall, seven of the ten organizations studied had a satisfaction index score of more than 50%.

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