Browsing by Author "Teshome, Kidist"
Item Effect of queue on client satisfaction in the case of Ethiopian revenue and customs authority small tax payer’s branch office(Addis Ababa University, 2018-06-09) Teshome, Kidist; Assefa, Tekilegorgis (Associate professor)This study is set out to examine the effect of queue on client satisfaction in case of Ethiopian revenues and customs authority small tax payers’ branch office (ERCA). Quantitative means of data collection method is employed to collect the data through questionnaire. Purposefully selected sample branches of ERCA and sample of 395client are taken to undertake the study. The data collected from the questionnaire were analysed using statistical tools such as frequency, table, graph and regression analysis using SPSS (20-Version).The result of this study indicates that, all the independent variables (Information Provided, Queue discipline, Environment of the queue, Perceived waiting time and Prioritization); have positive and significant relationship with client satisfaction except environment of the queue .Accordingly, 47% of the variation in client satisfaction is explained by independent variable. Furthermore, the finding of this study indicates that clients were most satisfied with Queue discipline; followed by Prioritization (for elder and pregnant) and the provided information. Finding also indicates clients were most unsatisfied with Environment of the Queue and Perceived waiting time. Based on the findings, the study forwarded some recommendations to the Ethiopian revenues and customs authority small tax payers’ branch office.