ASSESSING THE PERACTICE, CHALLENGES AND CUSTERM SATISFACTION OF PUBLICE SERVICE DELIVERY: THE CASE OF GURAGE ZONE INSTANCE COURT

Abstract

The major purpose of the study is assessing service delivery of the court and the major challenges in relation to service delivery. In the past few decades, there has been a growing emphasis on the need for public organization to see the public /citizen/ as a customer. The trend in public sector management is changing that customer increasingly used to describe the user of service delivered by government bodies although, traditionally associated with the private sector. These customers have rights and responsibilities towards quality service delivery. In this regard, the Ethiopia government has recognized the need for appropriate service delivery policy to encourage public service organization improve their service to attain user satisfaction. However, the performance of Gurage Zone Woreda (Gummer, Geta worda‟s and emdeber town) a first Instance court in providing quality service is not in a position to meet the expectation of service user. The compliant on the quality of service and response from the user for lack of service were indicating poor service delivery performance in the court. Therefore, the research was conducted using descriptive survey method by clustering the respondents‟ in to customer, employees and officials. The sample is selected using purposive and convenient sampling technique. To do this, to understand the level customers satisfaction based on the service they received. Then Questionnaires‟ were distributed to 384 customers by using convenient sampling technique. The major findings are Poor service quality and poor performance in service process such as knowledge gap of the employee to use technology effectively, dalliance of decision, unethical behavior of some employee, poor compliant handling system. So, the court failed to meet such requirement in order to provide accurate and reliable service to its customers Therefore, the court should come up with an appropriate service standards and evaluation, compliant handling system, fairness on job training established reward and recognition system for those who perform well in order to give quality service to its customers.