Service Delivery Challenges of Mary Joy Ethiopia: The Case of Selected Projects in Kolfe Keranio Sub City, Addis Ababa
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Date
2022-01-01
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Addis Ababa University
Abstract
This thesis aims at assessing the experiences and service delivery challenges of Mary Joy
Ethiopia in selected projects located in Addis Ababa. The study try to answers research
questions pertaining to how the service delivery challenges constrain the organization from
achieving its objectives and how those challenges are explained in relation to the Internal
and external humanitarian organization service delivery mechanisms. A cross-sectional,
qualitative case study method was used. Purposive sampling method was used to select a
total of 37 participants for the study. Primary and secondary data was collected through
focus-group discussion, key-informant interview and document review. Research participants
were, accordingly, identified using random and purposive sampling techniques for the
information collection respectively. The finding of the study revealed that the organization
faces internal and external challenges that hinder its deliverance of service effectively for its
clients. Shortage of skilled human and financial resources, limited staff capacity, and social
insecurity of staff, unconducive working conditions are among the areas constraining the
service delivery along with political instability and economic factors such as inflation and
low purchasing power of the resources generated from different sources. The study suggested
that creating awareness, capacity building, and training for staff, instituting a proper
standard of practice, and regularly updating the organization’s achievements to stakeholders
and volunteers would address its performance challenges.
Keywords: service delivery, internal and external challenges, communities, life improvement
Description
Keywords
service delivery, internal and external challenges, communities, life improvement