AAU-ETD :: Browsing by Author "Mohammed, Seid (PhD)"

Browsing by Author "Mohammed, Seid (PhD)"

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Achieving Organizational Excellence Through Self-Assessment based on EFQM Model as a Tool for Continuous Improvement (In the Case of East Africa Bottling Share Company)
(Addis Ababa University, 2019-06) Teklay, Araya; Mohammed, Seid (PhD)
This study aims to assess the organizational excellence of East Africa Bottling Share Company (EABSC) as a case study for improving sustainable performance according to the European Foundation for Quality Management (EFQM) Excellence Model. Several ISO standards and TQM approaches have been applied in the past decade and currently, the journey towards organizational excellence to improve performance and competitiveness. EABSC is certified for Policies, procedures, quality standards (such as the ISO 9000 series, Quality Management System, food safety, and environmental management systems), and is working to have leading position as a bottler by focusing on the expectations of all stakeholders, systematically benchmarking, improving their processes productivity towards excellence. At this stage, Self-assessment through EFQM Excellence Model must be adapted to existing standards and improvement tools for a detailed evaluation of its current situation to identifying their strengths; understand their present and future the biggest performance gaps (improvement areas), encouraging the identification of solutions in order to improve is required. So, EABSC can consider the EFQM Excellence Model to be the next level of quality or for striving towards organizational excellence and for further development. EFQM Model standard questionnaire has been used for gathering data. A sample of 235 from the total population of 580 staff working in the company was completed all questions and descriptive statistics with the help of SPSS Software were utilized in order to analyze the data. To determine the reliability, Cronbach's alpha has been used and the questionnaire was reliable. Results of this study revealed that, Total score for this organization was 366.20 from 1000 scores this indicates that EABSC is currently at first level of excellence and on the way to reach the second level of excellence (score of above 400), which is granted to assess their performance by an excellence model and categorized activities of own organizations into nine EFQM model criteria. Customer results, Policy, and Strategy were strong points of this organization that results in criteria with respectively 56.05 and 47.63 percent. On the other hand, process and People results were improvable points and need more attention that results in criteria with 22.90 and 28.26 percent. Since EABSC attention is required in regard to the weaknesses (People results and Society) to reach the next second level of organizational excellence. Furthermore, the EFQM model can be considered as a comprehensive model for performance evaluation in bottling companies.
Analysis of Fourier Transform in _L1 Space and its Inversion
(Addis Ababa University, 2012-01) Jenber, Dagnachew; Mohammed, Seid (PhD)
This project discusses the concept of Fourier transform of a function in Space with its properties theorem, inversion theorem, Fourier sine and cosine transforms theorem, Plancherel’s and Parseval’s identities theorem and the applications of Fourier transform in partial differential equations, Shannon’s sampling theorem and Heisenberg’s inequality. Therefore the purpose of this project is to solving certain problems in partial differential equations like for example Heat equation, Wave equation , and Laplace equation, to solve some complicated integrals shortly and simply, and it works in Shannon’s sampling theorem and Heisenberg’s inequality. This project uses some definitions and theorems as a preliminary from some real analysis and Fourier analysis books
Assessment of Humanitarian Supply Chain Management Challenges on Performance: The case of World Food Programme- Ethiopia
(2018-05) Dessalegn, Amenu; Mohammed, Seid (PhD)
In today’s world, many people are being exposed to a number of natural and man-made disasters which claimed lives of several of them. Under such situations, the presence and relevance of humanitarian organizations is very crucial to allow the victims have access to basic supplies. In this process, the role of supply chain is paramount despite humanitarian organizations face many challenges with regards to supply chain management. Many research works were carried out in the field of humanitarian supply chain management. However, much focus has not been given to address the challenges of humanitarian supply chain management in emergency or relief operations and their impacts on operations of humanitarian organizations particularly in Ethiopia. Ethiopia is a landlocked country often affected by drought with food insecurity crisis. In this respect, the country is facing unique challenges in its humanitarian supply chain management which in turn influence the operations of humanitarian organizations. Therefore, the aim of the present study was to assess the challenges of humanitarian supply chain management in WFP Ethiopia. The study adopted descriptive research type and involved collection of primary data through questionnaire survey and the contents of the questionnaire had two parts: (1) the profile of the respondents and (2) humanitarian supply chain management challenges in the form of Likert scales. The focus of the questionnaire in terms of humanitarian supply chain challenges were related to lack of coordination, information and communications integration, inadequate transport capacity, port congestions and custom clearance and inadequate warehousing. In addition to the questionnaire survey, key-informant interviews were made with senior management personnel of WFP Ethiopia and NDRMC. Secondary data on relevant items were also collected. The survey results showed that an inadequate warehouse in terms of capacity and number was the most supply chain challenges that WFP Ethiopia was facing. The rating of the challenge of warehouse was followed by lack of transportation facilities and coordination related challenges. The result of the key-informant interviews also showed similar result in which most of the informants agreed that various inter-related challenges are existing in WFP Ethiopia supply chain management. Based on the present study, it is recommended that emphasis should be given to warehouse, transportation and coordination management in order to improve supply chain management of the organization.
Assessment of Outsourcing Practices in the Case of Ethiopian Electric Utility
(A.A.U, 2020-06) Hibrework Yimenu; Mohammed, Seid (PhD)
The purpose of this research project is to assess the outsourcing practices in EEU to enhance deeper understanding on the reasons, process and effects of outsourcing. As companies are increasingly exposed to many challenges in the dynamics of global world, outsourcing has become one of the strategic tools of management in many organizations to address the dynamics of business complexities. These new phenomena needs be systematically explained, and well understood, where the motivation of this research aims at addressing this issue by exploring comprehensive literature study and conceptual framework. The study employed both quantitative and qualitative data collected through standardized questionnaire, interview discussions and referring available secondary data sources, and analyzed using descriptive statistical tools. The findings of the study show that the outcomes of outsourcing have a positive relationship between motivation to outsource, and the outsourcing process, while no correlation shown between motivation and process of outsourcing. The level of effectiveness varies among the functions outsourced. The functions show partial improvement by outsourcing were office cleaning services, security services and distribution line construction work in cost reduction, risk sharing, and focusing on core functions, while some other functions such as Bill collection, and Management Contract were unchanged or no improvements revealed. EEU lacks formal and structured bases of outsourcing decision making that emanates from absence of outsourcing strategy aligned with corporate strategy.
Assessment of Quality Management Practices and Organizational Performance: The Case of Modern Building Industries P.L.C (MBI)
(A.A.U., 2019-06) Solomon, Gedif; Mohammed, Seid (PhD)
The main purpose of conducting this study was to investigate quality management practices and organizational performance in MBI, a member of MIDROC Technology Group. Three key dimensions of quality management practices such as customer focus, top management commitment and continuous improvements were used as independent variables accompanied by different measurement instruments under each variable, while non-financial performance variable was used to measure the organizational performance. The study used primary data which was collected using self-administered questionnaires from a sample of 106 employees, 75 were correctly filled and returned, an overall response rate of (71 %). Data was analysed using descriptive statistics. The results were presented using tables. The findings indicate that continuous improvement had positive and significant effect on performance of MBI. Customer focus was found to be significant in explaining the variation of performance and top management commitment was found to have a significant effect on performance of MBI. The study recommended that the company should ensure that the objectives of the organization are linked to customer needs and expectation to improve performance. To improve company performance this study recommends that top managements should provide employees with the required resources and they should allow participative and engagement of employees in making decisions on quality issues and provide freedom to act with responsibility and accountability. Additionally, the study recommended that through continuous improvement so as to improve performance, the company should focus on training, system measurement, benchmarking, and internal quality audit. Finally, the study recommends that similar research can be conducted focusing on additional variables that affect performance of MBI and also financial performance was not addressed in this research and it could be addressed by future research.
The Basic theory of Sturm-Liouville Boundary Value Problems
(Addis Ababa University, 2010-06-06) Assefa, Woldegebriel; Mohammed, Seid (PhD)
In this paper we shall present the basic theory of Sturm-Liouville boundary value problem (BVP) together with a discussion of some of the powerful methods that are used to solve the Sturm-Liouville boundary value problem (SLBVP). Especially the paper focuses on Eigen values and Eigen functions of SLBVP. We devoted much time to the SLBVP due to their particular importance in solving many physical problems in physics, engineering, and other many sciences such as surface heat transfer, vibrations of a vibrating string, transverse displacements in a stretched string, a vertically hung elastic bar, heat flow in a non uniform rod, circularly symmetric heat flow, and the like. The main objective of this paper is to investigate the existence of Eigen values and Eigen functions of a Sturm-Liouville boundary value problem. The paper consists of four main sections: The first section, the introductory part, deals about general introduction and some preliminary considerations. In the second section, the SLBVP will be defined and discussed; Eigen values and Eigen functions of SLBVP will be defined & elaborated through examples. And then some basic properties of SLBVP (theorems on SLBVP) are stated and clarified where the proofs of most of these properties are also included. Having familiarized with SLBVP in the second section, in the third section,(the core part of the paper), We will come across with Eigen function expansion and existence of Eigen values; not only this more additional properties of the Eigen values and Eigen function of the SLBVP such as the completeness of Eigen functions, the Rayleigh quotient are presented in this section. In the last section, a method of solving non homogeneous SL type BVPs is presented where the existence of solution of non homogeneous second order SL type BVPs will be compared with analogous SLBVPs. It should be pointed out that these topics are far more in depth than what will be covering here. In fact we can do a whole course on these topics.
Compa(ct Linear Operators on Blilbert Space and their App[ication to Integral Equations
(Addis Ababa,, 2011-01) Getachew, Anteneh; Mohammed, Seid (PhD)
Perhap the most theory developed about eigenvalue, eigenve t rand exi ten f oluti on of a certain operator equ ation i for matrix operator , but th fir t part t b con idered apart from matrices are integral operators, since the cia ical form ul ation from phy ics, chemistry, engineerin.g, stati stics are of thi nature and the tudy of an integral operators gives birth to the modern functional analysi . And the mo t common problem in appli ed mathematic are diffe rential operators which are fruitful source of integral equat ions. Due to various advantages of having integral equation rather than di ffere nti al equation usually we would like to convert and formulate differential equation in to integral equ ation. Many of integral operators encountered in application are bounded operators and many of them are, in fac t, in special classes of bounded operator called compact operators and again the most important classes of compact are the HilbertSchmidt operators.
Comparative Assessment of Healthcare Service Quality and Customer Satisfaction in Some Selected Public and Private Hospitals in Addis Ababa
(Addis Ababa University, 2019-06) Wondwosen, Kassa; Mohammed, Seid (PhD)
Globally many researches have been made in the area of patient satisfaction and service quality, however only few of them are from Africa and particularly Ethiopia. Although there are many efforts made by the government of Ethiopia, the current state of healthcare service quality in health facilities has different types of quality related issues. The purpose of this study was to assess and compare level of healthcare service quality and customers’ satisfaction in public and private hospitals in Addis Ababa. The SERVQUAL measurement scale based on Gap Model was used on the study. Black Lion, Saint Paul, Korean and Hayat hospitals were selected for the study with a total of 400 sample size, 100 from each hospital. A descriptive research design was used and the study revealed that perceived healthcare service quality highly explains the satisfaction of customers. All the 22 variables of healthcare service quality and the satisfaction of customers were strongly positively correlated for all the hospitals under the study. Correlation of customer satisfaction with factors that are external to healthcare service quality shows that level of education of respondents has a weak negative correlation with customer satisfaction at Saint Paul hospital. Gender is significantly correlated with customer satisfaction at Hayat hospital. All the hospitals have service quality gap in all the five dimensions of service quality and Black Lion hospital has the highest (-1.84) gap compared to all the other hospitals. The least gap was observed in Korean hospital (-0.49). The level of satisfaction of customers in the hospitals was 20%, 31.63%, 73.25% and 43.56% for Black Lion, Saint Paul, Korean and Hayat hospital respectively. The findings of this study will help different stakeholders working to improve healthcare service quality by guiding where to act.
Conformal Mappings and the Riemann Mapping Theorem
(Addis Ababa University, 2010-06-06) Welay, Kewani; Mohammed, Seid (PhD)
It is easy to point out that any function of a complex-variable can be considered as a mapping from one complex plane into another. A great deal of attention is devoted to the study of holomorphic functions. The reason for this is that many problems from the theory of holomorphic functions can be solved according to the following procedures; 1. Solve the problem for the simplest possible type of domain; 2. Express the desired solution in terms of the one already found with the aid of a mapping. A non-constant holomorphic function maps a domain of the z −planeonto another domain f (z) of the w−plane .At points where  ' f z 0 such a map has the remarkable property that it is conformal. This means that any two smooth curves intersecting in map into curves which intersect at the same angle in f .By means of conformal mapping, problems of fluid flow, electrostatics and other fields can be mapped into simpler problems of the same general sort in f .Solution of the problem in f then solves the original problem in .Conformal mapping also gives geometrical insight into analytic(holomorphic) questions. This seminar paper includes definitions and basic properties of holomorphic functions ,conformal mappings(the bilinear transformations, The Schwarz-Christoffel transformation),Normal Families, the Riemann Mapping Theorem, which characterizes those domains that can be mapped conformally onto the unit open disk and concludes with one of the consequences of the Riemann mapping theorem.
Effect of Total Quality Management (TQM) Dimensions on Operational Performance of Ethiopian Pharmaceutical Manufacturing Plants
(Addis Ababa University, 2019-05) Shegaw, Aderaw; Mohammed, Seid (PhD)
The purpose of this study is to examine the effect of TQM dimensions on the operational performances of the pharmaceutical manufacturing companies operating in Ethiopia. Data for this study was collected using self-administered questionnaires that were distributed to the 13 companies. Census was carried out due to the relatively small number of Ethiopian pharmaceutical manufacturing companies. The target populations for study are plant technical managers, operational managers (production managers), quality control & assurance managers and other senior experts who are assumed to provide the most relevant information of the respective companies. Out of 65 questionnaires distributed to the companies a total of 57 were returned. Through comprehensive literature review, seven critical success factors of TQM that are relevant to the pharmaceutical industries were identified. Using correlation & regression analysis the relationship between TQM variables and common operational performance measures (Quality, Cost, and Delivery & Flexibility to volume) was investigated. The Correlation analysis reveals that there is strong relationship between TQM dimensions and operational performances of pharmaceutical manufacturing companies. The outcome of regression analysis indicate that customer focus, process management, product design and people management have significant contribution to at least one of the operational performance measures. Top Management support, supplier quality management and continuous improvement do not appear to contribute to higher performance. This study offers pharmaceutical companies and their managers a better understanding of the relationship and impact that some of TQM elements have on the performance of their operations. Thus managers will get an opportunity to take better & more effective decisions about the implementation of TQM. Due to nature of the study, the sample size is small and performance measures was based on the perceptions of managers, therefore generalization should be made with caution.
Effect of Total Quality Management on Business Performance of Banks: The Case of Bunna International Bank S.C
(Addis Ababa University, 2019-06) Gadissa, Aga; Mohammed, Seid (PhD)
Total quality management (TQM) has become an accepted technique to ensure performance and survival in the modern economies. Recent studies have claimed that the successful implementation of TQM could generate improved products and services, as well as reduced costs, more satisfied customers and employees, and improved financial performance. The purpose of this study was determining the effect of TQM on the business performance of bunna international bank S.C. This study was limited to establishing how the pillars of TQM, namely employee relationship, customer relationship, processes and top management involvement relate to business performance. The four pillars of tqm formed the independent variables of this study while business performance was the dependent variable. These variables were studied to fill the gap of explaining how the use of tqm in Bunna international bank S.C affects its business performance. This study was descriptive in nature and the researcher used case study method. The target population of the study comprised of Bunna international bank employees. The researcher used stratified random sampling in selecting respondents. The findings indicated a positive relationship between top management involvement, process and employee relationship, customer relationship and business performance. The cross used to analyze the results from the study. The research recommends that steps to improve top management involvement, process, Employee involvement and customer relationship to improve business performance.
The Effect of Total Quality Management on Organizational Effectiveness: The Case of Nile Insurance Company S.C
(Addis Ababa University, 2019-06) Betremariam, Melese; Mohammed, Seid (PhD)
Over the last few decades, many studies have reported on the implementation of total quality management (TQM) principles and methods in organizations around the world. However, there have been only a few attempts to empirically establish the link between TQM practices and organizational effectiveness in the Insurance sector, especially in Ethiopia. The paper’s aim is to determine how the Total Quality Management practices affect an overall effectiveness of Nile insurance company. The study type is descriptive and explanatory and in line with this both qualitative and quantitative methods were employed. The data has been taken from a sample of 100 employees from selected branches including the head office in Addis Ababa. The data is analysed by using a structural equation modelling methodology. The results indicate that the level of awareness regarding TQM practices and the role found at moderate level. Concerning the dimensions of TQM practises, strategic planning effectiveness and customer orientation found to be in low category whereas dimension to communication, leadership and employee’s involvement were in moderate category. Consequently, an overall dimension of TQM practices endeavoured categorized under moderate category. As the descriptive findings indicate that all TQM Practices (Strategic Planning, Communication, Employees Involvement, Customer Orientation and Leadership) are found to have significant and positive association with both employee’s satisfaction and profitability. As the regression finding depicted, except communication other four namely strategic planning, employee’s involvement, customer orientation and leadership are found to be significant in employee’s satisfaction. On the other hand, except employee’s involvement, all variables were significant concerning about company’s profitability. Therefore, organizational effectiveness has been positively impacted by TQM practices. Finally, appropriate remedial measures/recommendations have been forwarded for identified gaps such as communication, employee’s involvement, strategic planning as well as related to information technology usage, rewarding mechanisms and on job training.
Factors influencing customer’s intention to adopt agency banking service in Ethiopia
(Addis Ababa University, 2019-07) Lebse, Temesgen; Mohammed, Seid (PhD)
In Ethiopia agency banking is an infant technology and has many challenges not only for service providers but also for the customers. This study tried to identify and investigates those factors which influence customers’ intention to uptake agency banking service in Ethiopia. The study employed explanatory research design. The research model includes the basic concepts of the Unified Theory of Acceptance and Use of Technology (UTAUT), as well as some constructs derived from other theoretical frameworks. Accordingly, Performance expectancy, effort expectancy, Perceived risk, public Trust on agency banking and service quality were specified as a determinant factors of customer’s intention to adopt agency banking service. Each variable is measured using 5-point Likert-scale. Using primary data collection method, questionnaires were distributed to target respondents of sampled customers of Commercial Bank of Ethiopia, United Bank S.C., Lion International Bank S.C and Cooperative Bank of Oromia applying judgmental or purposive sampling technique. Out of the total 399 questionnaires distributed, 362 useable questionnaires were obtained. Ordinal regression analysis was made using Stata version 13 whereas descriptive statistics analysis was done through Statistical Package for Social Sciences (SPSS) version 20. The findings of this study revealed that Performance expectancy, effort expectancy and Perceived risk were the significant factors affecting customer’s intention to adopt agency banking service whereas, public trust of agency banking and service quality of service providers and agents were found to be insignificant factors in this study. The study suggests a series of measures which could be taken by the banking industry. The study recommends that financial institution needs to sensitize customers about the performance, perceived risk and ease of use of agency banking service. Financial institutions should also conduct extensive promotion; marketing and cross-selling activities in order to attract new customers and increase their customer base from untapped potential of availability of highly intended users to adopt the service. Banks should also provide training and education to their employees and agents on agency banking service in order to attain better service quality, gain public trust and ultimately encourage the participation of intended users.
Graduate Seminar Report on Convergence of Fourier Series
(Addis Ababa,, 2010-06) W/Meskel, Addisu; Mohammed, Seid (PhD)
Graduate Seminar Report on Harmonic Functions
(Addis Ababa University, 2005-06) Geysa, Sidise; Mohammed, Seid (PhD)
Graduate Seminar Report on Some Basic Properties of Theory of Hardy Space
(Addis Ababa University, 2003-06) Dessie, Hunegnaw; Mohammed, Seid (PhD)
Graduate Seminar Report on the Convergence of Fourier Series of Functions in a Homogeneous Banach Space
(Addis Ababa University, 2003-06) Goa, Menegistu; Mohammed, Seid (PhD)
Harmonic Functions on a Disc and Upper Half Plane
(Addis Ababa University, 2010-06-06) Wolde, Moybon; Mohammed, Seid (PhD)
This seminar report is devoted to the study of harmonic functions on disc and upper half plane. These functions are closely connected to analytic functions since the real and imaginary parts of analytic function are harmonic functions. The study of harmonic functions is important in physics and engineering, and there are many results in the theory of harmonic functions that are not connected directly with complex analysis. However, in this seminar we consider that part of the theory of harmonic functions that grows out of the Cauchy Theory and Mo ̈bius transformation. These functions have many interesting properties like mean value property (MVP) and the maximum principle. One of the most important aspects of harmonic functions is that they arise as functions that solve a boundary value problem for analytic functions, known as the Dirichlet problem. An example is the problem of ﬁnding a function continuous in a closed disk D (upper half plane H)that assumes certain known values on the boundary of the disk D (H) and is harmonic in the interior of the disk D (H). An important tool in the solution is the Poisson Integral formula. This paper is organized in to three chapters. In the first chapter we consider basic properties of real and complex function theory with some topological concept. It includes basic definition and notation, class of analytic function and continuous function and Cauchy theory. The second chapter deals with harmonic function locally as real part of analytic function and the interesting property of harmonic functions such that mean value property (MVP) and the maximum principle and its integral representation, that develops from the theory of conformal mapping. The third chapter deals with the solution of Dirichlet problem on disc and upper half plane and positive harmonic functions.
The Impact of private Bank Financial Accessibility to Small and Medium Enterprise and their contributions on Economic growth of Ethiopia
(Addis Ababa University, 2019-05) Muluken, Israel; Mohammed, Seid (PhD)
The overall objective of the study is to evaluate the Impact of private Bank Financial Accessibility to Small and Medium Enterprise and their contributions on Economic growth of Ethiopia. The study was employed quantitative method After fulfilling all of explanatory variable time-series FGLS regression basic assumptions and conducting unit root test, regression analysis is conducted. From Cross-sectional time-series FGLS regression result the Impact of private Bank Financial Accessibility to SMEs which is accounted for an average of 29% of GDP, and represented one tenth of bank loan assets, market capitalization of equity markets for SMEs is higher than 4.2% of GDP in constant manner. In this context, the MSMEs financing gap suggests the limitations of bank lending for MSMEs financing. Financial institution has shown an encouraging growth in its growth and outreach. Private Bank Financial Accessibility to Small and Medium Enterprise portrayed by indicator of Ratio expenditure which is Ratio of Cost of Energy Consumed to Total Industrial Cost by Major Industrial Group is 2.5% probability interval to be worth which is contributed to country economy by 1.21GDP. Similarly, the result on private Bank Financial Accessibility to Small and Medium Enterprise portrayed based on portfolio of Gross Value of Production: Ratio of Value Added to Gross Value of Production by Major Industrial Group likely hood ratios of worth by 2.2% which is contributed to 2.9% for country growth. Finally, portfolio of SMEs ROE which is the Ratio of Operating Surplus to Gross Value of Production by Major Industrial Group ratio of worthiness is 7.8% which is contributed to the country GDP by 3.18 %. Finally, it is concluding that impact of private bank towards financing SMEs in Ethiopia shows relatively in infant stage.
The Influence of Service Quality on Customer Satisfaction: The Case of Addis Ababa City government Land Holding Registration and Information agency: Yeka sub city branch office
(Addis Ababa University, 2019-01) Henok, Tedla; Mohammed, Seid (PhD)
The main objective of this study was to see the influence of service quality on customer satisfaction of AALHRIA: Yeka sub city branch office by using performance only measure or SERVPERF method. The study is quantitative in its approach and has been able to use descriptive and explanatory research deign. To achieve its objective data has been collected by dispatching self-administered questionnaires to 384 customer of the respective branch offices of the agency which comprises of attributes of the five service quality dimensions and underlying variables that are expected to measure their perception of the service quality as what the study has employed was SERVPERF method. While selecting those respondents convenience sampling technique has been used. Thus based on the inputs obtained the data has been analyzed by using SPSS version 20 software. Accordingly, by using various statistical tools like mean, correlation and multiple regression the required analysis has been made in order to identify the possible relationships and the real problems at hand..The finding of the study reveals that all the five service quality dimensions namely Tangibility, reliability, responsiveness, assurance and empathy have a positive and significant relationship with customer satisfaction among which responsiveness is the one which is positively and strongly correlated with customer satisfaction that any of the other explanatory variables. The findings has also indicted that the dominant service quality dimension that has an influence on customer satisfaction is responsiveness and all the coefficients relating the service quality dimensions to the overall service quality and to customer satisfaction are positive and statistically significant .Therefore being responsive enough and working for the betterment of it is one of the influential matter which requires attention in order to excel the level of customer satisfaction of the respective agency branch office. The study in general has concluded that all the service quality attributes do have a significant effect on customer satisfaction. On the other hand the mean result has shown that most customers are dissatisfied with the variable empathy which is the variable on which the agency is supposed to make an effort to enhance the level of the service quality so as its customer satisfaction as well. Besides the service quality dimensions have significantly explained 73.5% of the variation on customer satisfaction where the remaining 26.5% of its variation may be explained by other factors that were not examined in this study. It has been able to identify the problems which the agency is facing by identifying its areas of weaknesses and improvements based on which it enables them to take corrective measures. Finally a conclusion has been made and the recommendation has been forwarded to come up with a high quality service and which in turn has a direct influence on customer satisfaction which would also leads the agency to build its image and to boost the trust the public has towards the government .

Browsing by Author "Mohammed, Seid (PhD)"

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