The Impact of TQM on Customer Satisfaction in Addis Ababa Tax Administration Authority
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Date
2021-07
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A.A.U
Abstract
study has investigated the impact of TQM practice on customer satisfaction in Addis Ababa tax administration authority. The study specifically focused on TQM dimension such as employee empowerment, training and education, system quality, customer orientation, and top management commitment impact on customer satisfaction. The study was employed quantitative approach and used descriptive and exploratory survey design. The total population of the study was 6278 staff employees and 1563 was target population who work frontline such tax assessment and collection officers, customer service officer, tax auditors, tax investigator and law officers. The study was employed stratified sampling techniques to select Addis Ababa tax revenue office and 308 participants out of 1563. Questionnaires were used to gather data from the employee‟s in Addis Ababa tax administration office. Descriptive and inferential statistical techniques were used for data analysis. In inferential statistics was employed by Pearson‟s correlation and regression analysis were used. SPSS software version 26 was used to calculate simple linear regressions to test the hypothesis. The findings show that training and education was found positive correlated and predicted 13.6% customer satisfaction. Employee empowerment practice was positive and significant predicted 21.4% customer satisfaction. System quality and customer orientation were strong and positive significant that predicted customer satisfaction 33.6% and 42.9% respectively. However, top management had positive but insignificant correlation with employee performance. From the results, system quality, customer- orientation practice had greater impact on customer satisfaction. Therefore, the results suggest that the organization should facilitating the practice of system quality, customer orientation, employee empowerment, and training and education in Addis Ababa tax revenue office to provide quality service for customers in order to satisfy and retained their customers.
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TQM on Customer Satisfaction