The Effect of Service Quality on Customer Satisfaction in Public Service Organizations: The Case of Kolfe Industrial College Industry Extension Service
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Date
2022-01
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Addis Ababa University
Abstract
The main objective of this study was to assess the overall level of service quality and customer satisfaction in Kolfe Industrial College’s industry extension service, in Public Service Organizations in Ethiopia. A conceptual model of service quality dimensions was employed in this study. Explanatory and descriptive study designs were employed in this study. The study populations were MSEs in Kolfe Keranyo sub city under service scheme.199 of owners were involved in the sample populations which are the owners, managers, members or employees of the MSEs. The study is expected to identify the weak areas of service delivery. The collected data was analysed using both descriptive and inferential statistical analyses techniques. The findings of the study show that service quality of Kolfe Industrial Extension service is below average and customers are not happy with the service level. Based on the finding all service quality dimensions have significant impact on service quality and customer satisfaction. The study provides the empirical application of Parasuraman (1985) and Anton (1997) service quality model so that this study will help Kolfe Industrial College contributes to improve its industry extension service quality which leads to customer satisfaction. The study concluded that over all service quality of KICs IES is not good and customers are not satisfied with the services of the College. The researcher recommended that KIC should work hard on all these service quality dimensions to improve its service quality and customer satisfaction of IES.
Key words: Service Quality, Customer Satisfaction, Industry Extension Service and Micro and Small Enterprises