Browsing by Author "Zeleke Alemu"

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    Determinants of Customer Satisfaction on Public Service Delivery: in Case of Ethiopia Immigration and Citizenship Service
    (Addis Ababa University, 2026-05-01) Zeleke Alemu; Desalegn Amlaku
    institutions understand that service delivery and customer satisfaction are key determinants of organizational effectiveness, public trust and service efficiency. The study designed to evaluate the impact of service quality dimensions on customer satisfaction. The research identified the most significant problems affecting customer satisfaction such as delay in service delivery, lack of responsiveness, inadequate complaint resolution system, lack of information sharing, and lack of customer-oriented service practices. The study also found that the institution is facing lack of training opportunities and weak accountability systems, which negatively affect the quality of services and customer satisfaction. The study adopted a descriptive research design and utilized both quantitative and qualitative approaches. The researcher used primary and secondary sources of data. The customer of ICS is unknown, and it is difficult to determine exactly. As a result, the researcher was used sample size determination formula in case of infinite population, the researcher distributed 385 questionnaires for customers, from this, 373 were returned properly completed and the remaining questionnaires were not returned or incomplete. Respondents were selected by using convenience-sampling technique. The results of the study showed that empathy, reliability, and responsiveness had positive and significant effects on customer satisfaction. Empathy was the strongest predictor of customer satisfaction, indicating that customers greatly value individualized attention and understanding and caring service from employees. Tangibility had a negative and significant relationship with customer satisfaction suggesting dissatisfaction with physical facilities and the service environment. However, assurance had a positive but statistically insignificant effect on customer satisfaction. The finding of the study recommends that Ethiopian Immigration and Citizenship Service should improve customer centered service delivery, facilitate employee-training programs, enhance responsiveness and enhance the physical service environment. The institution should also develop effective complaint handling mechanisms, improve accountability systems and regularly assess service quality to improve overall customer satisfaction.
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    Factors Affecting Consumers Purchase Intention: A Case of Cosmetics Consumers in Addis Ababa
    (Addis Ababa University, 2023-06) Zeleke Alemu; Hailemariam Kebede (PhD)
    Cosmetics is among the fastest growing industry globally. The industry is facing a competitive atmosphere as more and more companies entering the market. The swiftly shifting preferences of consumers have created a challenge to the market. To retain current customers and develop new ones, it is vital for companies to know the behavior of their consumers, specifically the different factors that affect their purchase intention. The research was conducted to examine the different factors affecting purchase intention of cosmetics products in Addis Ababa city. With a quantitative research approach, the participant was selected by a convenience sampling method. Three hundred eighty-five self-administered questionnaires were administered to adult consumers in Addis Ababa with only 344 questionnaires were fit for analysis. The correlation analysis demonstrated that purchase intention had significant association with brand awareness, product quality, product price and social influence. Consumers purchase intention was found to have a significant and positive association with brand awareness, and positive association with product quality, and positive association with product price and negative association with social influence respectively. The outcome of the regression analysis showed that only brand awareness has a strong positive effect on purchase intention of cosmetics products. Perceived product quality and perceived product price had no statistically significant effect on cosmetics purchase intention. Social influence has also been found to have a strong effect on purchase intention but in a negative direction. Based on the result of the study, the researcher recommends cosmetic companies to focus on effective brand communication strategies and promote their brand to consumers. This study tried to fill on the existing knowledge gap and divergent discussions around factors affecting purchase intention