Assessment of Waiting Line System for Improving Customer Satisfaction in The Case of Addis Ababa City Administration Gulele Subcity Woreda 10 Vital Events
| dc.contributor.advisor | Matiwos Ensermu (PhD) | |
| dc.contributor.author | Zelalem Addis | |
| dc.date.accessioned | 2024-01-24T06:44:02Z | |
| dc.date.available | 2024-01-24T06:44:02Z | |
| dc.date.issued | 2023-06 | |
| dc.description.abstract | This thesis focuses on assessing the waiting line system and its impact on customer satisfaction in the Gullele Sub-City Woreda 10 located in Addis Ababa City Administration. The study aims to investigate the influence of various factors, such as the number of servers, server capacity, queuing management system technology, queue discipline, and customer behavior, on customer satisfaction. The research methodology involves both quantitative and qualitative approaches. A sample size of 348 customers from different offices within Gullele Sub-City Woreda 10 is selected using stratified random sampling. Primary data is collected through structured questionnaires, comprising close-ended and open-ended questions. Secondary data is gathered through a review of relevant documents and publications. The findings reveal variations in customer satisfaction levels among different offices. The Construction and Licensing Bureau demonstrates high overall satisfaction, except for technology usage. The Health Office shows high satisfaction in all aspects, while the Vital Events Bureau reports dissatisfaction with servers, capacity, behavior, discipline, and technology. ANOVA analysis confirms the significance of factors such as the number of servers, server capacity, queuing management technologies, behavior of customers, queue discipline, and overall satisfaction on customer satisfaction. In conclusion, this study highlights the importance of improving the waiting line system in enhancing customer satisfaction. The findings provide insights into the preferences, behaviors, and satisfaction levels of customers in different offices, suggesting potential areas for improvement and modernization. The research contributes to the existing knowledge on waiting line systems and customer satisfaction in the context of Gullele Sub-City Woreda 10. | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/1456 | |
| dc.language.iso | en_US | |
| dc.publisher | Addis Ababa University | |
| dc.subject | Gullele Sub-City Woreda 10. | |
| dc.title | Assessment of Waiting Line System for Improving Customer Satisfaction in The Case of Addis Ababa City Administration Gulele Subcity Woreda 10 Vital Events | |
| dc.type | Thesis |