An Assessment of Service Delivery in Customers’ Satisfaction: the Case of Woreda 02 Administration Office, Nifas Silk Lafeto Sub-city of Addis Ababa
| dc.contributor.advisor | Ketema, Wakijira (PhD) | |
| dc.contributor.author | Nitshu, Melaku | |
| dc.date.accessioned | 2019-10-21T11:08:02Z | |
| dc.date.accessioned | 2023-11-04T10:19:40Z | |
| dc.date.available | 2019-10-21T11:08:02Z | |
| dc.date.available | 2023-11-04T10:19:40Z | |
| dc.date.issued | 2019-07 | |
| dc.description | A Thesis submitted to the school of graduate Studies of Addis Ababa University in partial fulfillment of the requirements for the degree of Masters in Public Administration and Development Management | en_US |
| dc.description.abstract | The main objective of this study is to assess service delivery and customers’ satisfaction in the Vital Event Registration office in Woreda 02 Nifas Silk Lafeto Subcity, Addis Ababa city Administration office. In doing so, the study employs mixed research approach.. Questionnaire, semi-structured and key informant interview were used for gathering primary data source. The researcher employed purposive sampling for the selection of the Vital Event Registration office and simple random sampling for the selection of customers as respondents for the questionnaire .Semi-structured questionnaire was utilized for collecting the views of the employees or the service provider of Vital Event Registration and Key Informant Interview was conducted with official and expert of the administration office .The data gathered through questionnaire were analyzed using SPSS Version 20 through mean, standard deviation for the study. The study found out that service delivery is positively related to customer satisfaction... It confirms that the principles like tanginablity, reliability, responsiveness, empathy and assurance are related the major determinants of customers’ satisfaction in the provision of services. The finding of this study reveals that the services of Vital Event Registration office did not match with the mission it has put for itself and these determinants remain challenging the service delivery of the Office. Thus, the study contends that the Vital Event Registration office may tackle the dissatisfaction of customers addresses these determinants and if it improves its good governance practices in the provision of services. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/19549 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | A.A.U. | en_US |
| dc.subject | Customer Satisfaction | en_US |
| dc.subject | Service Delivery | en_US |
| dc.title | An Assessment of Service Delivery in Customers’ Satisfaction: the Case of Woreda 02 Administration Office, Nifas Silk Lafeto Sub-city of Addis Ababa | en_US |
| dc.type | Thesis | en_US |