An Assessment of Customer Satisfaction in Civil Registration and Vital Service in Kirkos sub- city
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Date
2023-07-07
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A.A.U
Abstract
The objective of the study is to assess the satisfaction of customers with civil registration and
vital services in the Kirkos sub-city. Therefore, the study design was a descriptive case study.
The data was collected from primary sources. Obtained through closed-ended questions and
semi-structured interviews with 150 selected respondents. The researcher employed
purposive sampling for the selection of the civil registration and vital service offices for the
selection of customers, employees, and managers of CRVS. The service provider of CRVS and
Key Informant interviews were conducted with officials and experts of the administration
office. The data gathered through the questionnaire were analysed using SPSS Version 25,
and the qualitative part was analysed through thematic analysis. The findings of this study
indicate that the civil registration and vital records services did not adhere to the office's
stated objectives, which presents challenges for the continued provision of services. The study
also reveals that CRVS in KSC has a weak organizational structure and implementation
capacity, inefficient and unsatisfactory service delivery due to long waiting times and poor
coordination among the offices, and a lack of well-organized information. The CRVS office
should improve the quality of service provision to satisfy their customers’ needs.
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Keywords
Customer Satisfaction, quality of service Delivery