Impact of Service Quality on Customer Satisfaction: The Case of Addis Ababa Airport Custom Branch
| dc.contributor.advisor | Tewodros Mesfin (PhD) | |
| dc.contributor.author | Yodit Habtom | |
| dc.date.accessioned | 2024-01-29T09:51:38Z | |
| dc.date.available | 2024-01-29T09:51:38Z | |
| dc.date.issued | 2023-07 | |
| dc.description.abstract | The goal of this study was to evaluate the relationship between service quality and customer satisfaction in the public sector using data from Addis Ababa airport custom branch office. In addition to analyzing the impact of service quality characteristics on customer satisfaction, a study was performed to determine the relationship between those dimensions and customer satisfaction. In order to do this, apply the SERVQUAL instrument of service quality. A total of 314 questionnaires were provided to the customers who were chosen through simple random sampling from Addis Ababa airport custom branch. 314 questionnaire responses from this study were examined utilizing SPSS version 20, the data analysis was carried out utilizing statistical methods such descriptive statistics, correlations, and multiple linear regressions. This suggests that customers point to a low level of service quality that causes customers dissatisfaction with the services offered by Addis Ababa airport custom branch. The results demonstrated that empathy, reliability, responsiveness, and assurance have a substantial impact on customer satisfaction Addis Ababa airport custom branch must therefore place more to raise the degree of client satisfaction, pay close attention to the aspects of reliability, empathy, responsiveness, and assurance of the service quality | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/1475 | |
| dc.language.iso | en_US | |
| dc.publisher | Addis Ababa University | |
| dc.subject | Reliability | |
| dc.subject | Empathy | |
| dc.title | Impact of Service Quality on Customer Satisfaction: The Case of Addis Ababa Airport Custom Branch | |
| dc.type | Thesis |