Service Quality and Process on Customer Satisfaction: Empirical Evidence from Addis Ketema Revenue Office
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Date
2019-06
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Addis Ababa University
Abstract
The study assessed service quality and it’s Process on customer satisfaction of Addis Ketema Revenue Office. This study endeavors to discover the impact of service quality on customer satisfaction in Addis Ketema Revenue Office using Five dimensions in service quality (SERVQUAL) such as tangibility, reliability, responsiveness, empathy, and assurance are considered as the base for this study. To achieve the overall objective of the study, collect data from customers of the branches, using questioners and interview. Accordingly, 242 respondents were participated in the study using a convenience sampling technique. Both descriptive and inferential statistics methods were applied in the analysis part. The data were analyzed by using SPSS version 20.1. The result of the study reveals that the overall level of customer’s satisfaction in the study area is low as compared those who were not satisfied. The result of study showed that except assurance the rest service quality indicators (servqual) positively and significantly affect customer’s satisfaction in the organization. Thus, it can be concluded that responsiveness, reliability and tangibility remains the most determinant and/it strongly influence customer’s satisfaction level of the study area. Furthermore, multiple regressions identify the relative contribution of each variable and determine the best predictor variables among a set of variables. Accordingly, responsiveness has the highest contribution to customer loyalty among the independents variables. Based on the findings the study recommend the following management bodies of the branch further investigate the main reason of unsatisfied customers and tried to create Continuous improvements on the major factors affecting customers level of satisfaction.
Description
A Research Paper Submitted to the School of Graduate Studies of Addis Ababa University in Partial Fulfillment of the Requirements for the Award of the Degree of Master Public Management and Policy
Keywords
Assurance, Empathy and satisfaction, Responsiveness, Tangibility