Department of Management
URI for this collectionhttps://rps.wku.edu.et/handle/123456789/45800
Department of Management
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Item THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: THE CASE OF PUBLIC HEALTH CENTRES IN KONSO ZONE, SOUTHERN ETHIOPIA(WOLKITE UNIVERSITY, 2020-08) MELKAMU GASHE GIRMAThe main objective of the study was to assess the effect of service quality on customer satisfaction on public health centres in Konso Zone.The study used descriptive type of research design. Mixed sampling technique was used in the study to take a sample from the health centers and patient respondents. Since the total population under the study were unknown in the selected health centers, the study used 384 sample size. Data was collected by administrating a well-structured questionnaires based on the SERVQUAL model in order to examine all five factors of service quality in the model and additional waiting time. Out of 384 respondents, 364 respondents returned the questionnaires and this represented 94.79% rate of response. Data analysis tools such as mean, standard deviation, frequency and percentage were used. The analysis result shows reliability followed by assurance, tangibility, waiting time, responsiveness and empathy has a lower mean value with 2.46, 2.49, 2.50, 2.52, 2.54 and 2.59 respectively. The overall mean of respondents for each quality dimensions fall in the scale 1.81 - 2.60 which indicates that customers of the selected public health centres in konso zone were dissatisfied in all dimensions of service quality. Finally researcher recommended that since reliability, assurance, tangibility, waiting time, responsiveness and empathy dimensions has a lower mean value; health centers shall improve the above areas to increase customer satisfaction.Item 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 enhancedItem THE INFLUENCE OF CUSTOMER BENEFITS AND SERVICE QUALITY ON CUSTOMER SATISFACTION: THE CASE OF HOME TO HOME NURSING CARE BUSINESS IN ADDIS ABABA(Wolkite University, 2019-06) SEGNI TEFERA OLGERACustomer benefits and service quality regarded as the key forcus to me satisfaction in which influence both tangible customer loyalty for repurchasing and recommend it to others. A services considered satisfactory if the service can meet the needs and expectations of customers. The main purpose of the study was to assess the influence of customer benefit and service quality in customer satisfaction the case of home to home nursing care business in Addis Ababa. In order to achieve the objectives of the study, descriptive study design was employed. The study used questionnaire using SERVQUAL model to collect primary data. Accordingly 77 respondentwere selected using multiple stages Snow ball sampling method. The data were analyzed using both descriptive and inferential statistics mainly frequency, percentage, mean, standard deviation; and correlation and regression coefficient respectively. The descriptive study revealed that patients are mostly satisfied with services offered by Home to home nursing care service. Whereas areas such as the medical equipment they use are the factors that need improvement. The inferential analysis also revealed that there is a positive and significant relationship between service Benefit dimension and customer satisfaction and moderate relationship between service quality and customer Satisfaction. Hence, it is conclude that Service benefits have great influence for customer satisfaction than service quality. It is recommended that Home to Honursing care providers to continue their commitment to provide medical services to patients busing modern medical equipment and strongly recommended to give more attention for servicquality dimensions (Tangibility and reliability) to provide better service quality for the clients.