Effect of Service Delivery Process and Service Quality on Customer Satisfaction (A Case of EEPCO, North Western Region, Bahir Dar Town Customer Service Centers)
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Date
2008-07
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A.A.U
Abstract
This paper is designed with the objective of assessing the effect of service delivery process and
service quality on satisfaction of EEPCo customers in Bahir Dar town. Therefore, the sample
is selected using cluster sampling technique. Moreover, stratified and simple random
sampling techniques were used to select the specific representative sample which is 175
customers. Both primary and secondary data was used in the study. Questionnaire and
interview were the tools used to gather information. Moreover, SPSS is used to analyze the data
.
Relevant conceptual framework including customer satisfaction, service delivery process and
service quality were summarized to have the theoretical background on the situation under
study. In addition, some related works done in Ethiopia was summarized
The research came up with the following findings: the effectiveness of the corporation's
service delivery process and its service quality to satisfy the needs of its customers is below
the average expectation of the customers. In general, the result also indicated that there is a
positive relationship (correlation) between customer satisfaction and the two major elements
of the study: service delivery process and service quality.
Finally, this study paper proposes undertaking a detailed study on each service delivery
process for undertaking corrective actions, recruiting and training skillful employees,
developing different payment mechanisms, involving other firms in the selling process of
electric power, and using the today's technology in order to satisfy the needs of its customers
as major recommendations to the corporation.
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Keywords
Effect of Service Delivery, Region, Bahir Dar Town