The Effect of Service Quality on Customer Satisfaction: The Case of Addis Ababa City Government Revenues Bureau Lideta Sub City Branch Office

No Thumbnail Available



Journal Title

Journal ISSN

Volume Title




The aim of this study was to examine the effect of service quality on customer satisfaction in the case of Addis Ababa City government Revenues Bureau Lideta Branch office using the SERVQUAL model. To achieve the objective, quantitative research type study, a combination of descriptive and causal (inferential) research designs was undertaken using a quantitative with a five-point Likert scale type questionnaire. This study was conducted using 390 respondents, which was probably selected using stratified and simple random sampling methods from the total 14,920 target population of Addis Ababa city government revenues bureau Lideta branch office’s tax payers. The desired data was collected from the selected respondents using personally administered questionnaire. The collected data was analyzed using the statistical package for social sciences (SPSS) version 22 and its out puts using the descriptive and inferential statistics. It is found that customer satisfaction was minimal, customer’s expectation and perception regarding the service quality dimension cannot be precisely determined whether they exist or not, it is found that all the dimensions of service quality have a positive impact on satisfaction level and finally the study has found that responsiveness, assurance and empathy highly affects customer satisfaction, whereas reliability and tangibility affects less sequentially. Keywords: service quality, customer satisfaction, SERVQAUL model, Addis Ababa city government revenues bureau Lideta Branch Office.



Customer Satisfaction, Service Quality