Assessing Beneficiary Satisfaction with Service Delivery of Non-Governmental Organizations (NGOs)

This paper sought to assess and analyses beneficiary satisfaction with service delivery of Non Governmental Organizations (NGOs) within Assam, one of the North Eastern States of India. Attempt has been made to know whether beneficiaries’ are satisfied with service delivery of NGOs in Assam. The study was basically a survey that used both qualitative and quantitative approaches. The findings indicate that irrespective of types of NGOs in Assam, client satisfaction is significantly different among the NGOs. The study found that Desire and Expectation Disconfirmations collectively and individually explain overall beneficiary satisfaction significantly among NGOs in Assam.