Browsing by Author "Abdissa, Amanuel"

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    The Effect of Service Quality and Service Recovery on Customer Satisfaction: A Case of Ethiopian Revenue and Customs Authority
    (Addis Ababa University, 2016-06) Abdissa, Amanuel; Negi, Rakshit (PhD)
    The study focuses on examining the effect of service quality and service recovery on customer satisfaction in three branches of ERCA local tax payers, by collecting data from customers in a questionnaire form and interview techniques. The three dimensions of service recovery developed by Stephen and Tax (outcome justice, procedural justice and interactional Justice) and the later improved model of SERVQUAL model, the SERVPERF model which only measures the performance of the organization by excluding the expectation part of SERVQUAL model were used. A questionnaire were first translated into Amharic language and distributed to 385 respondents by using a cluster sampling techniques, and 284 respondents (74%response rate) fill all the questionnaires accordingly. The finding shows that the majority of the respondents from large tax payers are satisfied at the operation of ERCA and the respondents in middle and small tax payers are moderately dissatisfied as the result of this survey finding shows. The result of the survey data also shows that Empathy, followed by responsiveness, reliability and assurance respectively are the most determinant of customer satisfaction from the service quality dimensions and interactive , procedural and outcome justice respectively are the most determinant of customer satisfaction from the service recovery dimensions. And when both service recovery and service quality effect on customer satisfaction was analyzed together service quality is the most determinant of customer satisfaction than service recovery. However, their importance is nearly the same. Therefore, it is recommended that, ERCA should provide quality service and also must have effective service recovery system on its work in a more technical way, by enhancing the use of modern technology on its operation and must give individual attention to its customers for giving an individual attention is affecting the satisfaction of customers specially in small and medium tax payers and the interaction the employees of ERCA have with their customers must be also improved