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The Effect of Service Recovery on Customer Satisfaction: The Case of Ethiopian Minister of Revenue

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dc.contributor.advisor Andualem, Getie (PhD)
dc.contributor.author Girma, Zinabu
dc.date.accessioned 2021-01-11T12:39:21Z
dc.date.available 2021-01-11T12:39:21Z
dc.date.issued 2020-06
dc.identifier.uri http://etd.aau.edu.et/handle/123456789/24619
dc.description.abstract This study investigated the effect of service recovery on customer satisfaction in Ethiopian minister of revenue. The main objective of this study was to examine service recovery and customer satisfaction on minister of revenue taxpayers by taking of three perceived justice service recovery dimensions of procedural, interactional, and distributive justices. In this study, fully employed quantitative research approach and explanatory research design were used. The study has been used cluster sampling technique. The researcher used both primary and secondary data collection methods. The sample size of this study is 388 taxpayers, out of 13,014 target populations that taken from Ethiopian minister of revenue branch offices. Furthermore, the researcher used descriptive and inferential statistics to analyze data with the help of Statistics Package of Social Science. The finding and discussion of this research is achieve our objectives that clearly indicates procedural, interactional, and distributive justice with the coefficient of 0.213, 0.415,and 0.424 respectively has a positive and significant effect on customer satisfaction. This leads to, a unit of each variable increase, an increase in customer satisfaction by increasing the value of each coefficient variables. Finally, all the three perceived justice service recovery dimensions have their own positive effect of enhancing overall customer satisfaction of minister of revenue taxpayers. The guiding principle and the recommendation of the researcher should take emphasis and give more attention to the government and Ethiopian minister of revenue tend to design effective service failure recovery strategy. The further studies of this paper should be indicate and conducted service recovery from the perspective of the organization by including service personal in the study, and the same study in other public organization en_US
dc.language.iso en_US en_US
dc.publisher Addis Ababa University en_US
dc.subject Perceived Justice en_US
dc.subject Service Recovery en_US
dc.subject Customer Satisfaction en_US
dc.title The Effect of Service Recovery on Customer Satisfaction: The Case of Ethiopian Minister of Revenue en_US
dc.type Thesis en_US

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