ASSESSMENT ON SERVICE QUALITY IN MAIL HANDLING OF ETHIOPIAN POSTAL SERVICE (IN CASE OF WOLKITE POST OFFICE)

Abstract

This research is conducted on the assessment on service quality in mail handling Ethiopian postal office. The research was carried out mainly to find the major problem of service quality in Wolkite Post office. Service quality has its own impact on customer’s satisfaction of Wolkite post office. The objectives of the study has assessed the service quality in mail handling of Ethiopian postal service in case of Wolkite branch to analysis and evaluate its service quality on customer satisfaction. The study has assessed the service quality in mail handling of Ethiopian postal service in case of Wolkite branch. The study is significant to Wolkite post office to identify problems that hinder the post office and take correct measures. The study was used both qualitative and quantitative techniques by using both primary and secondary source of data to collect information about the service quality of the post office. The methods that are to collect the necessary information are questioner. The questioners was distributed for the 55 sample respondents. The results was analyzed through descriptive method of data analysis by using tables and pie charts. Finally the researcher was interpreting the data in understandable and communicable manners to the readers and was put his own conclusion and recommendations.