Assessment of Service Delivery Quality of Addis Ababa Abattoirs Enterprise
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Date
2020-01
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A.A.U
Abstract
The primary objective of this study is to assess service quality and customers’ satisfaction
pertaining to quality of Service ofAddis Ababa Abattoirs Enterprise and to give an insight for
the abattoir’s management regarding to the level of service quality of the service they rendered.
The Specific objectives of the study are to assess the service delivery quality of Addis Ababa
Abattoirs Enterprise and to assess level of customer satisfaction in Abattoirs service from
five quality perspective. Descriptive statistics such as frequency mean, variance, standard
deviation analysis techniques are applied to analyze background information of the respondents.
Service quality dimensions and customers satisfaction are also analyzed using descriptive
statistics.
This Research will discus the analysis of slaughtering service view of customer satisfaction in
Addis Ababa abattoirs Enterprise using Both B2BSERVQUAL method and importance
performance analysis.The finding on the base of correlation analysis also implies that the
relationship between service quality dimensions and customer satisfaction is analyzed and the
result shows all service quality dimensions have positive and significant relation with customer
satisfaction. The finding also confirms the service quality dimensions have an impact on
customers’ satisfaction implying that the higher the quality of service, the higher is the level of
customers’ satisfaction. The finding of the study shows that customers are dissatisfied on the
slaughtering and meat distribution service quality reliability, empathy, responsiveness,
assurance and tangibility. Customer satisfaction is analyzed and the result shows that all service
quality dimensions have low customer satisfaction. Therefore on the bases of the finding it can
be summarized that Addis Ababa Abattoirs can improve its service by mostly focusing on
responsiveness and tangibility of service quality dimensions
Description
A Thesis Submitted to College of Business and Economics, Department of Management, Addis
Ababa University in Partial Fulfillment of the Requirements for the Degree of Masters in
Management, Specialized in Quality Management and Organizational Excellence
Keywords
customer satisfaction, Services, Slaughtering