Browsing by Author "Zelalem Addis"

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    Assessment of Waiting Line System for Improving Customer Satisfaction in The Case of Addis Ababa City Administration Gulele Subcity Woreda 10 Vital Events
    (Addis Ababa University, 2023-06) Zelalem Addis; Matiwos Ensermu (PhD)
    This thesis focuses on assessing the waiting line system and its impact on customer satisfaction in the Gullele Sub-City Woreda 10 located in Addis Ababa City Administration. The study aims to investigate the influence of various factors, such as the number of servers, server capacity, queuing management system technology, queue discipline, and customer behavior, on customer satisfaction. The research methodology involves both quantitative and qualitative approaches. A sample size of 348 customers from different offices within Gullele Sub-City Woreda 10 is selected using stratified random sampling. Primary data is collected through structured questionnaires, comprising close-ended and open-ended questions. Secondary data is gathered through a review of relevant documents and publications. The findings reveal variations in customer satisfaction levels among different offices. The Construction and Licensing Bureau demonstrates high overall satisfaction, except for technology usage. The Health Office shows high satisfaction in all aspects, while the Vital Events Bureau reports dissatisfaction with servers, capacity, behavior, discipline, and technology. ANOVA analysis confirms the significance of factors such as the number of servers, server capacity, queuing management technologies, behavior of customers, queue discipline, and overall satisfaction on customer satisfaction. In conclusion, this study highlights the importance of improving the waiting line system in enhancing customer satisfaction. The findings provide insights into the preferences, behaviors, and satisfaction levels of customers in different offices, suggesting potential areas for improvement and modernization. The research contributes to the existing knowledge on waiting line systems and customer satisfaction in the context of Gullele Sub-City Woreda 10.
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    Term Re-Weighting Based Query Expansion Approach for Amharic Information Retrieval
    (Addis Ababa University, 2014-02) Zelalem Addis; Dereje Teferi (PhD)
    This research has been conducted, aiming at augmenting the precision while lessening the original recall of an Amharic IR system. The main reason for performing query expansion is to provide relevant document as per users query that can satisfy their information domain area. They mostly formulate weak queries to retrieve documents. Thus, they end up frustrated with to the results found from an IR system. Some of the causes for this type of problem are, polysemous and synonymous terms, which require an integration of query reformulation strategy to the IR system. The present study has explored term re-weighting based query expansion approaches that integrate term re-weighting with Statistical Co-occurrence analysis, bi-gram analysis and bi-gram thesaurus methods. In this approach, the users relevance feedback are represented as vector respectively, and the similarity between them can be obtained by calculating the vector similarity. Then we re-weight the terms through one single document and the entire document set using Rocchios reweighting scheme respectively final weight of the term can be selected as query expansion terms and then fed to the three query term, regardless of their position. Term re-weighting, three proposed query expansion techniques were integrated to an information retrieval system. Then test result showed that bi-gram method outperformed the other two and scored 2% improvement in total F-measure. The performance of the system can further be improved by designing ontology based query expansion in order to control expanding terms that are polysemous by themselves.