Service Delivery And Customer Satisfaction The Case Of Burayu Town Municipality Ethiopia

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.

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.

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.

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.

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

Master's Thesis from the year 2015 in the subject Leadership and Human Resources - Miscellaneous, , course: MBA, language: English, abstract: The purpose of this project is to look at the effects of motivation on staff turnover a case of teachers in private schools in Busia municipality. The statement of the problem is, since motivation leads to attainment of goals, teachers need to be effectively motivated by the management so that they work towards the achievement of the institution’s objectives of offering quality education to produce good results to enable the learners move from primary to secondary. This will sustain the school as a business organization whose major aim is to make profit. The general objective is to look at the effects of motivation on staff turnover. We shall look at three main specific objectives; effect of monetary incentives on teacher motivation which is the main source of basic needs; effects of non-monetary incentives on motivation highlighting how non-monetary rewards like participative decision making, autonomy to the job, organizational practices, and recognition can motivate a teacher to work hard towards achievement of organizational objectives; and the effect of interpersonal relationships on motivation of teachers. The respondents are the directors and teachers of private schools in Busia municipality. The directors are the employers and the teacher’s employees. The variables involved are motivation as independent variable and turnover dependent variable. The knowledge gap is to find the motivators favorable for individual teachers to curb rampant turnover especially in third term when national exams are due. The research design that shall be used is the descriptive design as it gives room for both quantitative and qualitative data to be collected. The target population shall be all the fifteen schools from which 15 directors and 150 teachers will be covered making in total of 165 respondents in the municipality. The sample size will be restricted to 15 directors and 150 teachers bringing a total of 165 respondents ideal to give valid information. The data collection tools will be questionnaires which will be distributed to all the directors based on census and150 teachers who will be purposively sampled from all the private schools within the Busia muniscipality. Then the questionnaires will be analyzed and presented in tables and graphs of which the summary, conclusions and recommendations for further research will be made.

Case Study from the year 2019 in the subject Business economics - Offline Marketing and Online Marketing, grade: A, , course: School of Commerce and Management, language: English, abstract: This study aims to analyze the level of satisfaction of customer, their agreeableness towards e-banking services offered by Nepal SBI bank. With the growing trend of Information Communication Entertainment and Technology, it has embarked the way towards globalization. It is imperative to understand the degree of customer satisfaction towards the E-banking services provided by financial institutions in Nepal. However, the researcher has endeavored to measure and found that customer satisfaction is affected by the perceived ease of use, website contents and security of services. It is very obvious in today's context to be sensitive towards the security of transactions from being phising and hacking of customers data and information. Hence, an ethical hacker with IT Risk Officer having expertise knowledge, government support in IT Infrastructure, Cloud Computing Environment is a must for the need of an hour to create a level of trusts in banks.