The Effect of Service Delivery Reform on Customer Satisfaction in the case of Gulele Sub-City
| dc.contributor.advisor | Deribe, Assefa (PhD) | |
| dc.contributor.author | Tsigu, Aklilu | |
| dc.date.accessioned | 2019-10-13T14:48:36Z | |
| dc.date.accessioned | 2023-11-04T10:19:28Z | |
| dc.date.available | 2019-10-13T14:48:36Z | |
| dc.date.available | 2023-11-04T10:19:28Z | |
| dc.date.issued | 2019-05 | |
| dc.description | A Thesis Submitted to Department of Public Administration and Development Management of Addis Ababa University in Partial Fulfillment of the Requirements to the Degree of Master of Art in Public Administration and Development Management | en_US |
| dc.description.abstract | The government of Ethiopia has launched economic reforms, financial liberalization measures and restructuring of public institutions with the aim of promoting a competitive environment and efficient services to the public. Gulelle sub _city is one of the ten sub – cities under Addis Ababa city government the name given during their new reform program in jun2002 However, the performance of the sub city in providing service is not in a position to meet the expectation of service users. There are repeated customer complains. Therefore, the major objective of this study is assessing the effect of service delivery on customer satisfaction in five sectors found under the sub _city, Addis Ababa. To attain this objective, questionnaire was designed categorized under five dimensions of the SERVEQUAL model. The sample consists of 400 respondents selected based on convenience sampling procedure. This study used quantitative research design and both primary and secondary data. The collected data was analyzed with the help of SPSS version 22.Correlation and multiple regressions were used to investigate the relationship between dependent and independent variables. Service quality has been defined as an overall judgment similar to attitudes towards the service and generally accepted as an antecedent of overall customer satisfaction (Zeithaml and Bitner, 1996). In general, the specific empirical findings emerged from the investigation: The five service quality dimensions that Service has positive and significant effect on customer satisfaction. Majority of customer are not satisfied with the current delivery system Therefore It is better to develop customer resolution when the sector fulfill customer needs . | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/19401 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | Customer Satisfaction | en_US |
| dc.subject | Gulele Sub-City | en_US |
| dc.subject | Service Delivery | en_US |
| dc.title | The Effect of Service Delivery Reform on Customer Satisfaction in the case of Gulele Sub-City | en_US |
| dc.type | Thesis | en_US |