The Evaluation of Customer Satisfaction of Anbassa City Bus Service Enterprise
| dc.contributor.advisor | Abagissa, Jemal (PhD) | |
| dc.contributor.author | Tsegaye, Aschalew | |
| dc.date.accessioned | 2018-07-09T07:14:04Z | |
| dc.date.accessioned | 2023-11-04T10:20:50Z | |
| dc.date.available | 2018-07-09T07:14:04Z | |
| dc.date.available | 2023-11-04T10:20:50Z | |
| dc.date.issued | 2015-12 | |
| dc.description.abstract | Public enterprises are organizations established and owned by government to provide different services to the public. Most of the time these enterprises give their services to the public by collecting some amount of money which is less than the market price of the goods or services provided by them and sometimes with subsidy. Their customers are important stakeholders in organizations and their satisfaction is a priority to management. Most of these enterprises apply different types of reforms to improve their service provision capacity and customers’ satisfaction. Currently Anbassa City Bus Service Enterprise (ACBSE) implemented BPR to improve its service quality and maximizing customers’ satisfaction. This study was conducted to assess the service delivery performance and customers’ satisfaction in the aftermath of implementing BPR. To achieve the objectives of this study, data was collected through questionnaire from a sample of 192 customers and employees of the Enterprise. These respondents were selected using simple random sampling method. Additional data was collected through interview from the General Manager and Public Transport Core Process Owner of the Enterprise. The data collected using the questionnaire were analyzed using statistical tools such as mean and frequency analysis. Service delivery of the Enterprise was evaluated by using service quality dimensions designed by Parasuraman et.al. (1988). The results of this evaluation indicate that, almost in all dimensions of service quality the Enterprise service provision rated as poor and customers are not satisfied except some factors within the dimensions. Generally, the finding of this study indicates that customers were not satisfied by overall service provision of the Enterprise and the service quality declined even if the Enterprise implemented BPR to improve its services. Based on the findings of the study, the researcher forwards some recommendations like maintaining effective complaint handling, supporting the service delivery by IT, empowering employees to serve their customers in proper way, and others which help to improve the Enterprise service delivery performance | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/7198 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | Customer satisfaction | en_US |
| dc.subject | Bus service enterprise | en_US |
| dc.title | The Evaluation of Customer Satisfaction of Anbassa City Bus Service Enterprise | en_US |
| dc.type | Thesis | en_US |