An Assessment of Customer Satisfaction in Civil Registration and Vital Service in Kirkos sub- city

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dc.contributor.advisorJemal Abagissa (Ph.D.)
dc.contributor.authorHilina Tedla
dc.date.accessioned2023-12-08T12:15:33Z
dc.date.available2023-12-08T12:15:33Z
dc.date.issued2023-07-07
dc.description.abstractThe 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.
dc.identifier.urihttp://etd.aau.edu.et/handle/123456789/456
dc.language.isoen
dc.publisherA.A.U
dc.subjectCustomer Satisfaction, quality of service Delivery
dc.titleAn Assessment of Customer Satisfaction in Civil Registration and Vital Service in Kirkos sub- city
dc.typeThesis

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