Determinants of Customer Satisfaction on Public Service Delivery: in Case of Ethiopia Immigration and Citizenship Service
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Date
2026-05-01
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Addis Ababa University
Abstract
institutions understand that service delivery and customer satisfaction are key determinants of organizational effectiveness, public trust and service efficiency. The study designed to evaluate the impact of service quality dimensions on customer satisfaction. The research identified the most significant problems affecting customer satisfaction such as delay in service delivery, lack of responsiveness, inadequate complaint resolution system, lack of information sharing, and lack of customer-oriented service practices. The study also found that the institution is facing lack of training opportunities and weak accountability systems, which negatively affect the quality of services and customer satisfaction. The study adopted a descriptive research design and utilized both quantitative and qualitative approaches. The researcher used primary and secondary sources of data. The customer of ICS is unknown, and it is difficult to determine exactly. As a result, the researcher was used sample size determination formula in case of infinite population, the researcher distributed 385 questionnaires for customers, from this, 373 were returned properly completed and the remaining questionnaires were not returned or incomplete. Respondents were selected by using convenience-sampling technique. The results of the study showed that empathy, reliability, and responsiveness had positive and significant effects on customer satisfaction. Empathy was the strongest predictor of customer satisfaction, indicating that customers greatly value individualized attention and understanding and caring service from employees. Tangibility had a negative and significant relationship with customer satisfaction suggesting dissatisfaction with physical facilities and the service environment. However, assurance had a positive but statistically insignificant effect on customer satisfaction. The finding of the study recommends that Ethiopian Immigration and Citizenship Service should improve customer centered service delivery, facilitate employee-training programs, enhance responsiveness and enhance the physical service environment. The institution should also develop effective complaint handling mechanisms, improve accountability systems and regularly assess service quality to improve overall customer satisfaction.
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service quality, service delivery, and customer satisfaction