Browsing by Author "GIRMA SHIFERAW WOLDEMICHAEL,"

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    THE EFFECT OF PUBLIC SECTOR ORGANIZATIONS SERVICE QUALITY ON CUSTOMER SATISFACTION: THE CASE OF SELECTED MUNICIPALITIES IN KAFA ZONE
    (Wolkite University, 2020-07) GIRMA SHIFERAW WOLDEMICHAEL,
    The main objective of the study was to assess the effect of public sector organizations service quality on customer satisfaction in selected municipalities of Kaffa Zone. The study employed both descriptive and explanatory research design with qualitative and quantitative approach. The population of the study was 7255 customers of five municipalities namely; Ufa, Konda, Daka, Yadota and Oda. Then, a total of 379 samples customers were drawn. Multistage sampling technique was used to select sample municipalities and customers of the selected municipalities. Interview, close ended andopen ended questionnaires were used for data collection. In order to test the reliability of the instrument, the Crobanch alpha test was conducted. To analyze the data collected from the respondents both descriptive and inferential statistics analysis were applied. The responses of the respondents were verified by using Statistical Package for Social Science version 21 throughfrequency, percentage, mean, standard deviations, correlations and multiple regressions toestimate the causal relationships between service quality and customer satisfaction. The finding of the study revealed that all the five service quality dimensions namely Tangibility, Reliability, Responsiveness, Assurance and Empathy have a positive and significant influence on customer satisfaction. The findings have also indicated that the service quality dimension that has strong influence on customer satisfaction is responsiveness and all of the service quality coefficients relating to customer satisfaction have positive and statistically significant. Therefore, being responsive enough and work for the improvement of it is one of the issues which require great concern to increase the level of customer satisfaction. The mean result has shown most customers were dissatisfied with all service quality dimensions as they were rated below moderate mean. Besides theservice quality dimensions have significantly explained 94.8% of the variation in customer satisfaction where the remaining 5.2% of its variation may be explained by other variables that were not examined in this study. Based on the findings of the study, it was recommended that managers and employees of the municipalities under study area should work hard collaboratively to improve the level of service quality thereby satisfaction of customers can be enhanced