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|Title: ||Service Delivery and Customers Satisfaction A comparative Study of Addis Ababa Water and Sewerage Authority and private providers|
|Authors: ||Taye, Wakgari|
|Advisors: ||Dr. Paulos Chanie|
|Copyright: ||Oct-2010 |
|Date Added: ||17-Jun-2012 |
|Abstract: ||The city of A.A has serious problems in the provision of sewerage service delivery .The
AAWSA is authorized to give services in the area to the city residents. The Addis Ababa
city administration has also made private providers to take part in delivering the service.
As to comparing service delivery quality between the two, very few probably one i.e
World Bank in 2008 has made a comparison of the two. Comparing service delivery and
customers’ satisfaction levels in the two organizations is reasonable to identify the
problems. Therefore; the main objective of this study is to examine challenges of service
delivery in AAWSA and private providers. Comparison of service deliveries in both
organizations are made using organizational and motivational factors which were
identified as indicators of quality services delivery.
Descriptive survey method was used to carry out the study. Questionnaire, interview and
observation were tools used to gather data from sample population of the two
organizations by employing appropriate sampling techniques.
The collected data were organized, summarized and comparative analysis of the two
sector service deliveries were made. From the analysis the following findings were
The public provider (AAWSA) is better at giving trainings to its staff, guidance and
support than the private providers. Service standards were established in both
organization. There is better communication between the staff and the management in the
private sewage providing organizations. Staff in the private providers are better
empowered in decision making. Undesired work procedures were avoided and prompt
services are given in the private providers.
There is established accountability system in the private sewerage service providing
organizations more than in AAWSA. Staff in the private sewerage service providing
organizations are more benefited based on their performance evaluation results than staff
in AAWSA. The private providers have made available equipment and material facilities
needed to give services more than AAWSA does. AAWSA performed better at
establishing complaint handling system and collecting comments from customers.
In general, even though, the public provider (AAWSA) has been good at performing in
some indicators, in the over all assessment, the private sewerage service providing
organizations have better performances in the majority of the factors identified to assess
service deliveries of the two sector providers. So customers of private providers are better
satisfied with the services given by the private sewerage service providing organizations.|
|Appears in:||Thesis - Public Adminstration|
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