The Effect of Quality Public Service Delivery on Customer Satisfaction at the Federal Supreme Court of Ethiopia
| dc.contributor.advisor | Elias, Birhanu (Dr.) | |
| dc.contributor.author | Dula, Merera | |
| dc.date.accessioned | 2020-08-25T11:51:03Z | |
| dc.date.accessioned | 2023-11-04T09:37:33Z | |
| dc.date.available | 2020-08-25T11:51:03Z | |
| dc.date.available | 2023-11-04T09:37:33Z | |
| dc.date.issued | 2020-06 | |
| dc.description | The main purpose of the study would be to assess whether public service delivery quality directly related to customer satisfaction regarding the customers at the Federal Supreme Court. The study used the primary and secondary sources of data and the data was collected from 80 samples through a survey questionnaire. Different descriptive statistics, SERVQUAL Model, was used to carry out the research analysis. From 80 study participants, 50 (62%) were males and 30 (38%) were females. The SERVQUAL result depicted that reliability is the most important factor to have a positive and significant effect on customer satisfaction followed by responsiveness, assurance, empathy, and tangibility. The overall satisfaction analysis result showed that majority of FSC’s customers was satisfied by the Federal Supreme Courts’ service. From the logistic regression, the FSC provided more service on the reliability dimension, assurance dimension, and empathy for minimizing of visiting frequency to the customer that increased the satisfaction of customer. It was found out that there is good service delivery associated with good customer satisfaction leaving a slight room for improvement as recommended. | en_US |
| dc.description.abstract | The main purpose of the study would be to assess whether public service delivery quality directly related to customer satisfaction regarding the customers at the Federal Supreme Court. The study used the primary and secondary sources of data and the data was collected from 80 samples through a survey questionnaire. Different descriptive statistics, SERVQUAL Model, was used to carry out the research analysis. From 80 study participants, 50 (62%) were males and 30 (38%) were females. The SERVQUAL result depicted that reliability is the most important factor to have a positive and significant effect on customer satisfaction followed by responsiveness, assurance, empathy, and tangibility. The overall satisfaction analysis result showed that majority of FSC’s customers was satisfied by the Federal Supreme Courts’ service. From the logistic regression, the FSC provided more service on the reliability dimension, assurance dimension, and empathy for minimizing of visiting frequency to the customer that increased the satisfaction of customer. It was found out that there is good service delivery associated with good customer satisfaction leaving a slight room for improvement as recommended. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/22119 | |
| dc.language.iso | en | en_US |
| dc.publisher | A.A.U | en_US |
| dc.subject | Customer Satisfaction | en_US |
| dc.subject | Federal Supreme Court of Ethiopia | en_US |
| dc.subject | Public Service Delivery | en_US |
| dc.subject | Service Quality | en_US |
| dc.title | The Effect of Quality Public Service Delivery on Customer Satisfaction at the Federal Supreme Court of Ethiopia | en_US |
| dc.type | Thesis | en_US |