A Study on Customer Satisfaction with Service Delivers in Ethiopian Revenue and Customs Authority: The Case of Customs Clearing Agents in Addis Ababa
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Date
2011-05
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Addis Ababa University
Abstract
This study assesses the level of customers ' satisfaction with customs service delivery of
ERCA in Addis Ababa. The study was basically a survey that used both qualitative and
quantitative approaches to examine the customer satisfaction by using the original five
SERVQUAL dimensions developed by Parasraman et al. (1988). A structured
questionnaire was developed, pre-tested and personally administered to the target
population of individual customs clearing agents and the president of transit association.
One hundred thirty-two (132) respondents were sampledfi'om the target population offive
hundred ninety-eight (598) legally registered Customs Clearing Agents in Ethiopia. A
simple random sampling technique was employed for selecting customs clearing agents
and purposive sampling technique was used to include the president of transit transport
operators association of Ethiopia. Data were obtained fi'om questionnaires, document
analysis, and interview with the president of the transit association. All the respondents
completed and returned the respective questionnaires prepared (for customs clearing
agents and the president of the association). According to the analysis of the causes for
customers' dissatisfaction, institutional and employees factors are found to be highly
influential. Depending on the results of the study customer satisfaction associated with
ERCA service was found to be low. The findings also indicated that "assurance" is
the most important dimension which can influence the overall satisfaction of the
customers followed by "reliability ", "responsiveness", and "empathy", while
"tangibles" was found not to be significantly important to the customers in ERCA.
Generally the study implies that ERCA and other stakeholders should take workable
measures to improve customs service quality to satisfY customers by focusing on the
dimensions identified as more important assurance, reliability, responsiveness and
empathy in this study. The paper summarizes a large body of research and also provides
recommendations.
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Keywords
Service Delivers in Ethiopian Revenue, and Customs Authority