Browsing by Author "Tilahun, Gizachew"

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    Assessment of Local Governance in Akaki Kality Sub City: Practices, Challenges and Opportunities
    (Addis Ababa University, 2012-06) Tilahun, Gizachew; Dash, C. (prof)
    The concept of local governance can have different meaning to different peoples and groups. It doesn‘t have a universally accepted meaning. It should be understood based on the purposes of its application. Aid donors, development agencies, international financial institutions and social activists have developed their own concept and indicators of governance. Even though there are conceptual differences among these groups, all of them agreed up on the need for governance to promote development and improve the quality of citizens well being. Local governance requires the involvement of various stakeholders living and working together to achieve different objectives. Local governance is more than the provision of services by local government. It requires the interaction and cooperation among different stake holders to promote their rights and discharge their responsibilities. This study was conducted on Akaki Kality sub city. The main objective of the study was to assess the state of local governance in the sub city and describe the related practices, challenges and opportunities. It was found that Akaki Kality sub city has a fairly low level of local governance practices. Different factors can be used to explain this situation. The study attempted to describe the local governance of the sub city based on five indicators. The assessment was conducted by using Local Governance Barometer which was developed by Impact Alliance. The barometer consists of five indicators which include effectiveness, accountability, participation, equity, transparency and rule of law. The study employed descriptive research methods. Survey and interview have been used to collect the primary data. The survey was conducted through stratified random sampling while interview was applied through purposive sampling. Non-governmental organizations, community based organizations, charity organizations, private business sectors, and governmental organizations were the key informants from whom the primary data was collected
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    The Effect of Service Recovery on Customer Satisfaction: The Case of Ethio-telecom
    (Addis Ababa University, 2016-05) Tilahun, Gizachew; Negi, Rakshit (PhD)
    This study sought to explore service recovery and customer satisfaction relationship with Ethio telecom as a case study. With the general objective of investigating the service recovery with perceived justice as a measurement by the customer’s perspective procedural, interactional and distributive justice and its effect and its significance on the customer satisfaction The researcher collects data based on theoretical considerations and deduces a hypothesis based on these considerations and adopt a quantitative approach design by using stratified sampling and questioner as a data collecting tool. A sample size of 376 respondents was used for this study. The study revealed a significant positive relationship between service recovery based on perceived justice and customer satisfaction, and found a positive correlation between service recovery and customer satisfaction. As the finding of this paper service recovery plays an important role in determining customer satisfaction all the steps followed from registration to follow up of the failed service has a direct impact on the customer satisfaction. By using these results the researcher recommends The Company should monitor the application of working processes in order to satisfy customers .Each step set in the recovery processes should be monitored regularly and corrective action should be made to avoid tasks done without fulfilling the required steps. The monitoring should also focus on updating working processes based on the current resources and capabilities of employees. In addition the study contributes to extant literature on service recovery from developing country perspective