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Assessment of Service Delivery Quality of Addis Ababa Abattoirs Enterprise

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dc.contributor.advisor Jemal, Mohammed (PhD)
dc.contributor.author Shewalefa, Yitbarek
dc.date.accessioned 2020-10-14T08:04:47Z
dc.date.available 2020-10-14T08:04:47Z
dc.date.issued 2020-01
dc.identifier.uri http://etd.aau.edu.et/handle/123456789/22728
dc.description A Thesis Submitted to College of Business and Economics, Department of Management, Addis Ababa University in Partial Fulfillment of the Requirements for the Degree of Masters in Management, Specialized in Quality Management and Organizational Excellence en_US
dc.description.abstract The primary objective of this study is to assess service quality and customers’ satisfaction pertaining to quality of Service ofAddis Ababa Abattoirs Enterprise and to give an insight for the abattoir’s management regarding to the level of service quality of the service they rendered. The Specific objectives of the study are to assess the service delivery quality of Addis Ababa Abattoirs Enterprise and to assess level of customer satisfaction in Abattoirs service from five quality perspective. Descriptive statistics such as frequency mean, variance, standard deviation analysis techniques are applied to analyze background information of the respondents. Service quality dimensions and customers satisfaction are also analyzed using descriptive statistics. This Research will discus the analysis of slaughtering service view of customer satisfaction in Addis Ababa abattoirs Enterprise using Both B2BSERVQUAL method and importance performance analysis.The finding on the base of correlation analysis also implies that the relationship between service quality dimensions and customer satisfaction is analyzed and the result shows all service quality dimensions have positive and significant relation with customer satisfaction. The finding also confirms the service quality dimensions have an impact on customers’ satisfaction implying that the higher the quality of service, the higher is the level of customers’ satisfaction. The finding of the study shows that customers are dissatisfied on the slaughtering and meat distribution service quality reliability, empathy, responsiveness, assurance and tangibility. Customer satisfaction is analyzed and the result shows that all service quality dimensions have low customer satisfaction. Therefore on the bases of the finding it can be summarized that Addis Ababa Abattoirs can improve its service by mostly focusing on responsiveness and tangibility of service quality dimensions en_US
dc.language.iso en en_US
dc.publisher A.A.U en_US
dc.subject customer satisfaction en_US
dc.subject Services en_US
dc.subject Slaughtering en_US
dc.title Assessment of Service Delivery Quality of Addis Ababa Abattoirs Enterprise en_US
dc.type Thesis en_US


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