Assessment of the Efficiency of Service Delivery: In Case Addis Ababa Electric Utility Corporation.
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Date
2020-05
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A.A.U
Abstract
The performance of Ethiopian Electric Utility in providing quality service is not in a position to meet the expectation of service users. The complaints on the efficiency of service delivery and response from the employees for lack of the services were indicative of poor service delivery performance in the Corporation. Therefore, the major purpose of the study is assessing efficiency of service delivery of EEU. It also tries to identify the major areas of problem in relation to service delivery. The analysis was conducted using a descriptive survey method by clustering the respondents into employees and officials; where the main focus was taken to the employees, hence their service delivery reflects the actual service provision of the Corporation. Then questionnaires were distributed to 19 employees and team leaders by using simple random sampling technique. Both primary and secondary data were used in the study.
Moreover, structured questionnaires and interviews are tools used to gather relevant information and statistical tools like percentage and tables are used to analyze the data. The research comes up with the following findings: there was poor service quality and poor performance in service delivery process like new connection, complaint handling and recovery of service failure procedure. So the Corporation failed to meet such requirements in order to provide efficient service. Therefore, the Corporation should come up with an appropriate efficient service delivery standards, proper complaint handling mechanisms, relevant training for its front line employees, developing various payment mechanisms and adequate resource management in order to give quality service to its customers.
Description
A thesis submitted to the Department of Public Administration and Development Management of Addis Ababa University in partial fulfillment of the requirements for the Degree of Masters in Public Management and Policy (MPDP)
Keywords
Efficient service delivery