An Assessment of Service Delivery Quality in Relation to Customer Satisfaction in Industrial Projects Service
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Date
2014-04
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Addis Ababa University
Abstract
The Industrial Project Service is a consultancy firm with a capacity to render a wide range of professional consultancy services. Currently the organization is observing signs of customers’ dissatisfaction with the service delivery. Thus, understanding customers’ satisfaction level and identifying drawbacks are found to be necessary. This project is focused on service quality and customer satisfaction. The objective of the study is to assess and analyze service quality and customer satisfaction, and propose improvement for better service delivery. A quantitative method of analysis was employed. Since this study dwelled upon those customers who have been actively getting IPS service in the last 5 years, a total of 50 customers were taken as a target population. A structured questionnaire was used as an instrument for data collection. Descriptive statistics of means and standard deviations, and mean of customers’ expectation and perception gap analysis methodologies were used. This study indicated that in most service quality dimensions the performance of the Industrial Projects Service was below customers’ expectation. Majority of customers’ expressed that they were not satisfied with the service delivery of the Industrial Project Service. Customers also suggested that in order to improve the service delivery, proper reform should be done on service quality and those observed weaknesses especially on staff and study report areas. Key words: Service Quality, Customer Satisfaction, Customers’ Expectation, Customers’ Perception, SERVQUAL, Process Quality, Hard Quality, Soft Quality and Outcome Quality
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Keywords
Service Quality, Customer Satisfaction, Customers, Expectation, Customers, Perception, SERVQUAL, Process Quality, Hard Quality, Soft Quality and Outcome Quality