The Effects of Service Quality on Customer Satisfaction; The Case of Addis Ababa Small and Medium Manufacturing Industry Cluster Development Corporation
| dc.contributor.advisor | Yohaness, Workaferahu (PHD.) | |
| dc.contributor.advisor | Yohaness, Workaferahu (PHD.) | |
| dc.contributor.author | Belachew, Lea Alemu | |
| dc.contributor.author | Belachew, Lea Alemu | |
| dc.date.accessioned | 2020-09-03T11:10:32Z | |
| dc.date.accessioned | 2023-11-04T09:37:49Z | |
| dc.date.available | 2020-09-03T11:10:32Z | |
| dc.date.available | 2023-11-04T09:37:49Z | |
| dc.date.issued | 2020-06 | |
| dc.date.issued | 2020-06 | |
| dc.description | A Thesis Submitted to the School of Graduate Studies of Addis Ababa University in Partial Fulfillment of the Requirements for the Master of Science in Management with the Specialization of Total Quality Management and Organizational Excellence | en_US |
| dc.description.abstract | Service quality becomes the crucial issues for government service sectors in Ethiopia; including Addis Ababa City Administration. The demanding customers and increased sense of customer satisfaction led to the use of the new service parameters making managers to implement quality management as an effective aid. Purpose;- The aim of this project is studying the effects of service quality on customer satisfaction; the case of A/A/S/M/M/I/C/D/Corporation. Methodology;-The research’s target population was the corporation’s customer in each of the branches. The SERVQUAL Model was used to determine customer’s perception of the service quality at A/A/S/M/M/I/C/D/Corporation. To identify the sample size of the study simple random sampling technic was used and the data was statistically analyzed. Value/Originality;- Updated set of variables were used to represent service quality in the selected organization. The study also identified the key drivers and the best dimensions of service quality for customer satisfaction in the corporation. Based on the literatures and the data analysis; the customers Perceptions - Expectation gaps of the service quality dimensions were identified. Moreover, the impact of the service quality dimensions on customer satisfaction was analyzed. Finally, based on the analysis and discussions of the study summary of major findings, conclusions and recommendations were forwarded as well. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/22249 | |
| dc.language.iso | en | en_US |
| dc.language.iso | en | en_US |
| dc.publisher | A.A.U | en_US |
| dc.publisher | A.A.U | en_US |
| dc.subject | Customer Satisfaction | en_US |
| dc.subject | Service Quality | en_US |
| dc.title | The Effects of Service Quality on Customer Satisfaction; The Case of Addis Ababa Small and Medium Manufacturing Industry Cluster Development Corporation | en_US |
| dc.title | The Effects of Service Quality on Customer Satisfaction; The Case of Addis Ababa Small and Medium Manufacturing Industry Cluster Development Corporation | en_US |
| dc.type | Thesis | en_US |
| dc.type | Thesis | en_US |