Browsing by Author "Assefa, Abel"

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    The Influence of Service Quality on Customer Satisfaction: Case Study on Akaki Kality Sub City Small Tax Payers’ Branch Office
    (Addis Ababa University, 2021-07) Assefa, Abel; Tefera, Belaynesh (PhD)
    The purpose of this study was to measure the influence of service quality on customer satisfaction in relation to Akaki kality sub city small tax payers’ branch office. The study has used the SERVPERF model of service quality with the application of the five service quality dimensions. This five dimensions of service quality which were developed by Parasuraman namely tangibles, reliability, responsiveness, assurance, and empathy where used to measure the level of customers satisfaction in Akaki kality sub city small tax payers’ branch office. The study used quantitative approach and done different correlation and regression analysis tools. This research is both descriptive and explanatory type research. Both primary and secondary methods of data collection are applied and questioner is used as a source of secondary data. A quantitative research approach of the data collection used and 384 questionnaires were distributed and 332 completed usable questionnaires for response rate of 85% returned. Both descriptive and inferential statistics have been used to find mean score and to test hypothesis and to investigate research problem, objectives and questions. The findings of the regression analysis indicate that Responsiveness, Assurance and Empathy have the largest impact on customer satisfaction qualities that have a strong and positive significant impact on customer satisfaction. Accordingly, Akaki kality sub city small tax payers’ branch office needs to give more emphasis and due attention to tangibility and reliability dimensions of service quality to improve the level of customer satisfaction