An evaluation of stakeholder satisfaction in post-conflict resettlement housing projects in Sri Lanka

Abstract

The three decade long major internal displacement in the Northern and Eastern Provinces in Sri Lanka caused by conflict came to an end in 2009. This has led to a massive housing reconstruction project drive to recover the affected people. Stakeholder satisfaction is an important criterion for measuring project success. Disaster reconstruction housing projects are of no exception in this regard. This study aims to evaluate the project stakeholders’ satisfaction of post-conflict resettlement housing projects in the Northern Province in Sri Lanka. In order to achieve the aim, the study initially conducted a literature review on the disaster phenomenon, damages and displacements together with a detailed study on post-disaster resettlement housing projects. For empirical investigation, the research employed a mixed method research approach in two stages. In Stage 1, an investigation of stakeholder’s expectations and present situation was carried out using a qualitative approach, in where, interviews with stakeholders in 3 projects were conducted. In Stage 2, a quantitative approach through the structured questionnaire survey was carried out with 102 stakeholders to evaluate their level of satisfaction. Gathered data in Stage 1 was analyzed using manual content analysis and Stage 2 was analyzed by using Box Plot technique and Wilcoxon Signed Rank test. Success of the housing project was determined though fulfilling the Stakeholders’ expectation and requirements and this creates an impact on the satisfaction level of the housing project. Especially, previous housing experiences had influence in expectation and satisfaction of the current housing project. Both owner-driven and donor-driven housing project’s stakeholders’ satisfaction levels were mainly dependent on size of the previous house, materials used in previous houses, quality of construction, and design of the house. The research further revealed that all stakeholders are satisfied with most of the factors of satisfaction in both owner-driven and donor-driven housing projects, especially with the physical condition of the project. Meanwhile, the research also identified that there have been less satisfaction levels with regard to location selection and water and sanitary requirements, as the coordinators have failed to view other elements that are expected by the beneficiaries, which include cultural and social elements in donor driven housing projects.