The Influence of Quality Public Service Delivery on Customer Satisfaction: The Case of Federal High Court to Lideta Bench
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Date
2021-09
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A.A.U
Abstract
This research examined the Influence of quality public service Delivery on customer satisfaction in the case of FHC of Lideta bench. Service quality has been defined as a difference between customers' service perception and expectations. The main objective of this study was to assess the influence of Quality Public Service Delivery on Customer Satisfaction, to conduct this study the data was collected through questionnaire from a sample of 80 major customers of Federal High court of lideta branch. These respondents were selected using standard sampling method. The data collected from the questionnaire were analyzed using Descriptive Statistical tools such as frequency, percentage, mean, and standard deviation. The results of this study indicates that bench do not do something by a certain time and providing service to its customer at the time they promise to do so most of customers are not believed that Employees of the bench know the customers’ needs and not able to communicate effectively with the court customers.
Concerning to the satisfaction level of customers the result shows that the customers did not satisfied with the court complete range of service and overall service provided by the bench. Therefore, it is recommended that the leaders of Federal high court must be improve dimensions of service quality and make efforts to improve them in order to have better performance that would lead to higher perceived service quality and customer satisfaction.
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Keywords
Customer Satisfaction, dimension of Service Quality, public service delivery