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| dc.contributor.author | Mengistie, Fentahun | |
| dc.date.accessioned | 2022-11-30T11:13:17Z | |
| dc.date.available | 2022-11-30T11:13:17Z | |
| dc.date.issued | 2022-07 | |
| dc.identifier.uri | http://ir.bdu.edu.et/handle/123456789/14635 | |
| dc.description.abstract | Nowadays there is a gap between what customers expect as well as what the samle sectors provide services practically. Therefore this study was conducted to assess customer satisfaction in Public service delivery: the case of Finote Selam city Administration. The study was conducted based on the SERFPERF model using the five dimensions of service delivery. The study has followed a mixed research approach using descriptive and explanatory research designs. Respondents who participated in the study were selected using convenient, purposive and simple randem sampling methods. A total of 416 sample respondents have participated in the study. Data were collected using closed and open-ended questionnaires, Key informant Interviews, and FGD. The data gathered from both primary and secondary sources were presented, interpreted, and analyzed using descriptive and inferential statistical methods such as tables, figures, means, Standard Deviation, T-test, ANOVA, and Binary Logistic Regression. Based on this, the study comes up with findings indicating that there have been low levels of customer satisfaction and low-quality public service delivery. The finding shows that there is a statistically significant mean difference between the three offices regarding customer satisfaction, [F(2, 386)= 6.159, p<0.05]. Even though the overall level of satisfaction is low, the revenue office is performing well than UCHD (p<0.05) and TVET (p<0.05) as it is more emphatic, reliable, responsive, and satisfying to the customers. The three offices have a statistically significant difference in terms of empathy, [F (2, 386) =7.093, p<.05), responsiveness [F(2, 386)= 5.402, p< 0.05]. and reliability, [F (2, 386) = 3.679, p<.05). However, the finding depicted that there is no statistically significant difference between the three offices in terms of Tangibility [F (2, 386) =.453, p> 0.05] and assurance [F (2, 386) = 1.428, p> 0.05. Besides, there is a statistically significant mean difference between the perceptions of employees (M=2.75, SD=.96) and customers (M=2.31, SD= 1.06); t= (-3.374), p<0.05). Concerning customer satisfaction, customers are got satisfied with the presence of tangibles (AOR=1.79; 90% Cl .896-3.573), empathy(AOR=4.23; 95% Cl, 1.977-9.296), responsiveness (AOR=3.39; 95% Cl, 1.658-6.943), reliability (AOR=3.845, 95% Cl, 1.813-8.155), assurance (AOR=2.601; 95% Cl, 1.184-5.715). Therefore, the probability of customers getting satisfied when there is quality public service delivery is 82.25%, which is higher than the absence of quality public service delivery, 1.75%. The study also identified the major challenges of public service delivery. These were summed up into to lack of skilled and experienced Leaders and managers, structural and technological problems, behavioral and ethical problems, and budgetary concerns. Finally, the study recommends that public sectors should enhance customer satisfaction by enhancing tangibles, responsiveness, assurance, empathy, and reliability. To do so, they have to be equipped with leadership skills, resources, technological adequacy, and behavioral and ethical adherence | en_US |
| dc.language.iso | en | en_US |
| dc.subject | Law | en_US |
| dc.title | Assessment of Customer Satisfaction And Service Delivery: The Case of Government Institutions in Finoteselam City Administration | en_US |
| dc.type | Thesis | en_US |
