Service Delivery And Customer Satisfaction A Case Study Of Addis Ababa City Administration

Thesis (M.A.) from the year 2020 in the subject Business economics - Customer Relationship Management, CRM, , language: English, abstract: This study is about "Customer Satisfaction and Service Delivery: The Case of Addis Ababa City Administration Land Development and Management Office". The main objective of the research is to measure and address customer satisfaction in the service delivery of the Addis Ababa development and management office. It tries to see the quality of service delivery and the level of customer satisfaction in the land development and management office of Addis Ababa. It tries to see the quality of service using the SERVQUAL service quality measurement model. In the study, descriptive and explanatory types of research method were employed. Then, both probability (simple random sampling) and non-probability (purposive) sampling were used. Therefore, a total of 324 respondents were selected from customers of Addis Ababa land development and management office in the selected five sub-cities to respond through a questionnaire and ten respondents were selected from an employee of the selected sub-cities to respond to an interview. The collected data were analyzed using SPSS and the interpreted data were presented in tables, charts, graphs, and pictures.

Research Paper (postgraduate) from the year 2020 in the subject Organisation and administration - Public administration, , language: English, abstract: The main objective of the study was to analyze the quality of public service delivery and to examine the level of customer’s satisfaction in Burayu Town Municipality, Oromia Region. The study was conducted to identify the level of service quality and customers’ satisfaction at the municipality. The total of 412 customers who were the service users of the municipality were selected as a sample size by using Yamane Taro’s sample selection formula as a study subjects. The study used convenience sampling method for sample selection of respondents’ and purposive sampling for interview of Public Service Manager. Open-ended questionnaires, closed ended questionnaires and interview were employed for data collection. Regarding research methodology; the researcher employed explanatory research method with both qualitative and quantitative data type. The analysis conducted using Microsoft Office Excel 2007 and presented by using tables, graphs, frequency distribution and percentage. From the study it was found that service quality dimensions were positively related to customer satisfaction; as service quality meets customers’ expectation it leads to customers’ satisfaction. The result indicates that the dimensions of service quality measures were not fully practised by the municipality, which results in low level of service quality and customers’ satisfaction. Municipal officials need to ensure that all tangible attributes related to employee performance create a desirable impact on customer perception of quality. This is important as customer continue to look for tangible cue as a means to reduce perceived service quality and describe their service experience in Burayu town municipality.

Master's Thesis from the year 2020 in the subject Organisation and administration - Public administration, grade: 4/4, Ethiopian Civil Service University (Leadership and Good Governance), course: Thesis, language: English, abstract: The general objective of this study is mainly to examine the effect of e-government based service delivery on customers’ satisfaction in the case of Addis Ababa city Administration vital events registration agency. It answers the following questions: What is the level of quality of e-government based services delivery in AAVERA? Do E-Government factors affect customers’ perception of service quality in Addis Ababa Vital Events Registration Agency? Is the perceived service delivery a significant predictor of customers’/citizens’ satisfaction? What challenges and additional measures can be taken to improve the E-Government service delivery in Addis Ababa vital events registration agency? The emergence of electronic government both in practice and in concept has been one of the important developments in public administration in the past ten years. It seems to be the next generation of the development in the public sectors. To greater extent governments around the world are introducing e-government as a means of reducing costs, improving services for citizens and increasing effectiveness and efficiency at national, regional and local levels of the public sector. This research mainly examined the effect of e-government based service delivery on customers’ satisfaction in Addis Ababa Vital Events Registration Agency by using TAM and SERVQUAL Models. Convergent parallel mixed research design was adopted to guide the study with both quantitative and qualitative data. Quantitative data was analyzed by using Standardized multiple regressions Model (ANOVA and correlation coefficient) and Binary Logistic regression model was used to test the hypotheses. Qualitative data were analyzed using five steps (Compiling, disassembling, reassembling, interpreting and concluding) of data. All data were gained from questionnaire, key informants interview, focus group discussion and secondary data to achieve its objective.

Master's Thesis from the year 2016 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, , language: English, abstract: Public services are funded by taxpayers’ money. Thus, the ultimate goal of public institutions is providing services to citizens in an effective way. This day, improved services are provided by public institutions due to the implementation of different tools such as BPR, BSC, change army, and citizens’ charter. In addition, the services provided by the institutions are causes of satisfaction and dissatisfaction to citizens. Accordingly, to improve the quality of the services provided by the institution continuous follow up and study is needed. Therefore, this study was conducted to assess the effectiveness of service delivery reform, the quest for customer satisfaction in public institutions of AMTA. Accordingly, the study has examined the status of the existing service delivery of the institutions of AMTA. Additionally, attempts have been made to investigate the factors that affect the effectiveness of service delivery of the institutions. To this purpose, data was gathered through questionnaire, interview, FGD, and review of published and unpublished documents. A total of 203 individuals were consulted from 4 institutions and 2 Kebeles i.e. 65 employees, 88 customers, 4 head of offices, 2 Kebele managers, 44 management bodies of the offices and AMTA steering committees. The study result revealed that the service delivery of the institutions is relatively effective; customers of most of the institutions have awareness about the service standards; majority of the institutions have compliant collecting and handling methods; the employees have awareness about the reform programs and service delivery; working environment of majority of the institutions is notconducive; absenteeism; lack of punctuality; and have shortage in IT materials. In order to alleviate the challenge, it is recommended that the implementation of the reform programs needs serious follow up and attention of decision makers. Additionally, to the improvement of the services, participation of the service takers must take in to account.

This book reviews contemporary research on urban infrastructure in 76 Ethiopian cities. It examines urban infrastructure issues in these cities and covers a wide range of topics from sustainability and smart cities to research methods employed by urban infrastructure investigators with regard to Ethiopian cities. Research on urban infrastructure legitimacies and modalities has established its value worldwide in recent years, though it is still fairly young in the Ethiopian context. The first chapter outlines ongoing issues of debate concerning urban infrastructures, including but not limited to discourses on sustainability, smart cities, innovative financing methods, and potential partnerships. Urban infrastructure issues in Ethiopian cities are examined in the second chapter, while the third chapter presents a review of the most relevant literature for researchers. Findings show that the citations in the research reports are mainly from the materials available over the internet, including WHO, UN-Habitat and unpublished local materials. The fourth chapter identifies patterns in the findings and recommendations of the research reports discussed. The results reveal that there is a wider gap between supply and demand with regard to urban infrastructure in Ethiopian cities, a situation that is further aggravated because of the growing urban population and already existing backlogs. The fifth chapter reviews the essential methods employed by urban infrastructure investigators in Ethiopian cities. In this regard, the cross-sectional study method with the use of survey method has been broadly adopted among investigators. Lastly, the book presents a summary and recommendations. It was observed that the urban infrastructure boom in Ethiopia is primarily concentrated in the key cities, and the current pattern of urban infrastructure provision does not incorporate the notion of sustainability. Hence, the book calls for setting the agenda of future research on urban infrastructure and services in Ethiopian cities together with the universities, private sector and government, who should ideally collaborate to produce the knowledge needed to improve quality of life, welfare, productivity, and economic growth.

The general objective of the study was to assess the role of leadership in improving service delivery in selected public sector offices of Goba Town. To realize this objective descriptive design was used, both quantitative and qualitative data were employed. The probability and non-probability sampling techniques were applied. The quantitative data were collected from 123 respondents using a questionnaire and the qualitative data was collected from 2 interviewees. Data were analyzed with SPSS and descriptive statistics: frequency, percentages, mean and standard deviation presented by table, text, and figure. The study found that the weak integration of leaders and employees, lack of a leader’s commitment, effectiveness, capability, and lack of visionary leaders hinders the improvements of service quality in the sample sector. Besides, the study found that managerial interference, inadequate citizen participation, lack of good administrative leadership, lack of accountability, lack of skilled workers, lack of modern facilities, and political manipulation were challenges of poor service delivery. Customers have no a clear understanding of the standards and complain of the service The office did not act in the public interest and maintain public trust and confidence, quality service cannot be addressed for customers. So, it was concluded that leaders failed to carry out their leadership roles in the sample sector offices. Based on the findings articulated and conclusions made, the researcher recommended that the government should design an appropriate leadership capacity building program, establishing a performance-based promotion system and may check customer service strategies. The organization should establish customer Service Standards, method of contact, waiting time for the service providers, and arrange mechanisms that customers can easily obtain appropriate services from the organization.

Master's Thesis from the year 2019 in the subject Business economics - Business Management, Corporate Governance, grade: A, , course: Business Adminstration, language: English, abstract: Organizational culture plays a significant role in the overall performance of a particular organization. It becomes an increasingly important factor for organizational survival in the current dynamic environment. Customer satisfaction is one measurement of organizations performance based on the quality of services provided. This study tries to examine the effect of organizational culture on customer satisfaction in Yeka Sub City Small Tax Payers’ Office. The employed semi-structured questionnaire as data gathering tools for the sample population and non-participant observation was also employed as data gathering tool to supplement questionnaire. The total sample size was 249 out of which 232 questionnaires were completed and included in the analysis part. The responses of respondents were analyzed using descriptive statistics and narration. SPSS software was used in analyzing the collected data. The results of analysis showed mixed responses. The correlation coefficients show that all independent variable were found to be positively correlated with customer satisfaction though there is a discrepancy in their strength. Moreover, multiple regression analysis was used to determine the effect of all independent variables on a dependent variable, customer satisfaction. And accordingly, customer satisfaction is found to be primarily predicted by higher level of reliability, tangibility, team orientation, responsiveness, customer orientation and stability of organization. Meanwhile, the employee satisfaction is mostly predicted by higher level of stability, outcome orientation and innovation and risk taking. Generally, it was found that when 65 % of observed variability in customer satisfaction can be explained by independent variables included in the study, 54 % of observed variability in employee satisfaction is found to be explained by change in independent variables included in the study organization.

Building an effective, inclusive, and accountable public administration has become a major point of attention for policymakers and academics in Ethiopia who want to realise sustainable development. This first handbook on Ethiopian Public Administration is written by Ethiopian academics and practitioner-academics and builds on PhD studies and conference papers, including studies presented at the meetings of the Ethiopian Public Administration Association (EPAA), established in 2016. Public Administration in Ethiopia presents a wide range of timely issues in four thematic parts: Governance, Human Resources, Performance and Quality, and Governance of Policies. Each of the individual chapters in this volume contributes in a different way to the overarching research questions: How can we describe and explain the contexts, the processes and the results of the post-1990 politico-administrative reforms in Ethiopia? And what are the implications for sustainable development? This book is essential for students, practitioners, and theorists interested in public administration, public policy, and sustainable development. Moreover, the volume is a valuable stepping stone for PA teaching and PA research in Ethiopia.