Study On Service Quality And Customer Satisfaction: The Case Of Burayu City Land Administration And Use Office
No Thumbnail Available
Date
2020-06
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Abstract
Service quality and Customer satisfaction are very important concepts that organizations must understand if they want to remain competitive and achieve their mission. Land administration is becoming critical for Ethiopian Economy. The purpose of the study was to determine the effect of service quality on customer satisfaction at BCLAUO. The data were collected using Likert -scale based on modified SERVQUAL model containing five dimensions (reliability, responsiveness, assurance, empathy, and tangibility) from 230 active customers at the selected four directors (Land auditing and preparation directorate, Payment estimation directorate, Plan preparation directorate, and Legal enforcement directorate) and analyzed using SPSS. The findings revealed that there is a big perception gap between customers' expectation and their perception of performance. 99 % of customers participated in this study ranked the service quality of the organization as poor. The result of overall level of customers satisfaction showed that 82% of customers were not happy by the services offered at BCLAUO. Pseudo R2 was .748 indicating 74.8% of variability has been explained by the model. Service quality was seen to have a significant and positive effect on the overall level of customer satisfaction. Reliability and Responsiveness were the two service dimensions with high importance weight followed by assurance.
Description
A thesis submitted to MBA program, College of Business and Economics in partial fulfillment of the requirements for the Masters of Business Administration (MBA) degree
Keywords
Customer Satisfaction, City Land Administration