Assessment of Service Quality And Customer Satisfaction The Case of Commercial Nominees PLC

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Addis Ababa University


The primary objective of this study is to assess service quality and customer satisfaction on the delivery of outsourced service as evidenced from outsourced service recipient perspective. Dimensions as adopted in SERVPERF model (tangibility, assurance, responsiveness, empathy & reliability), have been utilized as measurement constructs to assess the level of service quality and customer satisfaction. A quantitative method has been applied to analyze the data collected from the service recipient in Addis Ababa. Descriptive statistics such as frequency, mean and correlation analysis techniques are applied to analyze background information of respondents. Respondents’ perception on service quality and satisfaction as well as relationship between service quality dimensions and customers satisfaction are also analyzed under descriptive statistics. Besides, regression analysis technique is applied to investigate the impacts of service quality dimensions on satisfaction and at the same time test the hypothesis developed. The finding of the study shows that customers are satisfied on reliability, empathy and assurance while they are dissatisfied on responsiveness and tangibility. The finding on the base of correlation analysis also implies that the relationship between service quality dimensions and customer satisfaction is analyzed and the result shows all service quality dimensions have positive and significant relation with customer satisfaction. The finding also confirms the service quality dimensions have an impact on customers’ satisfaction implying that the higher the quality of service, the higher is the level of customers’ satisfaction. From this finding, it can be summarized that Commercial Nominees can improve its service by mostly focusing on responsiveness and tangibility of service quality dimensions.


A Thesis Submitted to College of Business and Economics Department of Management, Addis Ababa University, in Partial Fulfillment of the Requirements for the Degree of Executives Master of Business Administration


Customer satisfaction, Outsourcing, Quality