Mulugeta, Abebe (PhD)Wubshet, Belayneh2018-10-132023-11-042018-10-132023-11-042017-11http://etd.aau.edu.et/handle/123456789/12675This study was conducted to assess factors affecting quality service delivery in the case of Addis Ababa Bole International Airport. Descriptive method of research was adopted in carrying out this study. The primary sources were passengers of Addis Ababa Bole International Airport, who are the end users of airport facilities and services and the senior management and employees of front line area service provides from different sectors. A sample of 400 service users (passengers) and 280 front line service providers of the indicated airport were selected .The sampling techniques employed in this research were non probability sampling method, which is, convenience sampling for passenger (end users) respondents and in order to get more accurate representation from each heterogeneous subgroup of service providers in an organization under study stratified random sampling was undertaken so as to change in to homogeneous groups. Then simple random sampling technique was selected from their list by their strata like airport, airline, custom, immigration security and others. Data were collected using structured questionnaire and analyzed by SPSS windows version 23.0.The questions were measured on a five-point Likert scale, with being strongly agree, agree, neutral, disagree and strongly disagree rating scales. Passengers were asked to rate airport services and facilities like: airport access, airport services and facilities, airport restaurants, airport shopping facilities, airport service personnel and security, airport environment, airport immigration and customs while front line service providers were asked to rate their organizational policy and suitability of their working environment. Major challenges found from passengers and first line service providers in the study indicate that: non clarity of airport terminal signs and symbols to find ways easily, inconvenience of flight information display to get adequate information, queue length at every check- points, inadequate banking service or money changers, un clean rest rooms, less accessibility to internet/ Wi-Fi services, expensive prices in restaurants and shops , lack of trainings that increase efficiency of employees, unfair selections for trainings, in adequate office arrangements and work equipment suitable for work were the most common problems contributed to affect the quality of service delivery in the study area.en-USQuality of serviceService delivery performanceService and facilitiesThesis