CONTENTS
ABSTRACT;
CONTENTS;
ABBREVIATIONS;
LIST OF FIGURES;
LIST OF TABLES;
ACKNOWLEDGEMENT;
CHAPTER 1 - INTRODUCTION;
1.1 Background;
1.2 Research questions;
1.3 Research objectives;
1.4 Scope of the research;
1.5 Limitations of the study;
1.6 Chapter plan;
CHAPTER 2 - LITERATURE REVIEW;
2.1 Introduction;
2.2 Karnataka Guarantee of Services to Citizens Act (KGSCA) 2011;
CHAPTER 3 - THEORITICAL FRAMEWORK;
3.1 Introduction;
3.2 Human capital theory;
3.3 Systems approach;
3.4 Analytical framework;
3.5 Operational definitions of variables;
3.5.1 Dependent variable;
3.5.2 Independent variables;
3.6 Indicators;
3.7 Hypothesis;
3.7.1 Supply side hypothesis;
3.7.2 Demand side hypothesis;
CHAPTER 4 - RESEARCH METHODOLOGY;
4.1 Research design;
4.2 Research method;
4.3 Study population and place of study;
4.3.1 Mysuru City Corporation (MCC) and its services;
4.4 Sample size;
4.4.1 Sample size of service seekers;
4.4.2 Sample size of service providers;
4.5 Sources of data;
4.6 Data collection technique;
4.6.1 Questionnaire survey;
4.6.1.1 Preparation of questionnaire;
4.6.1.2 Pilot testing;
4.7 Interview;
4.8 Data Analysis;
CHAPTER 5 - DATA PRESENTATION AND ANALYSIS;
5.1 Introduction;
5.2 Effectiveness of Sakala;
5.2.1 Time factor;
5.2.2 Cost factor;
5.2.3 Number of visits;
5.2.4 Rating of services (by both service providers and service seekers);
5.2.5 Reasons for ratings;
5.2.6 Interpretation;
5.3 Organisational factors;
5.3.1 Human resources;
5.3.2 Infrastructure;
5.3.3 Capacity building ;
5.3.4 Interpretation;
5.4 Customer factors;
5.4.1 Education;
5.4.2 Awareness;
5.4.3 Demand for services;
5.4.4 Interpretation;
5.5 Role of ICT;
5.5.1 On service seeker side;
5.5.1.1 Access to ICT tools;
5.5.1.2 Usefulness of ICT;
5.5.2 On Service provider side;
5.5.2.1 Usefulness of ICT;
5.5.2.2 Ranking of ICT infrastructure;
5.5.3 Interpretation;
5.6 Conclusion;
CHAPTER 6 - SUMMARY AND CONCLUSION;
6.1 Summary;
6.2 Conclusion;
6.2.1 Implications for Further Research;
ANNEXURE;
Questions for service seekers;
Questions for service providers;
Interview guide;
REFERENCES.