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.
Inhaltsverzeichnis (Table of Contents)
- CHAPTER ONE: INTRODUCTION
- 1.1 Background of the study
- 1.2 Statements of the problem
- 1.3 Objectives of the research
- 1.3.1 General objective
- 1.3.2 Specific objective
- 1.4 Research questions
- 1.5 Scope of the study
- 1.6 Limitation of the Study
- 1.7 Significance of the study
- 1.8 Organization of the Thesis
- CHAPTER TWO: REVIEW LITERATURE
- 2.1 Theoretical bases of the study
- 2.1.1 Quality of Service Delivery
- 2.1.2 Level of customer satisfaction in land development and management office
- 2.1.3 Relationship between quality of service and customer satisfaction
- 2.2 Empirical bases of the study
- 2.3 Conceptual framework
- 2.4 Research Gap
- CHAPTER THREE: RESEARCH METHODOLOGY
- 3.1 Research Approach
- 3.2 Research method
- 3.3 Research Technique
- 3.4 Sample Design
- 3.5 Sources of Data
- 3.6 Data Analysis and Interpretation
- 3.7 Data presentation
- 3.9 Validity and reliability
- CHAPTER FOUR: DATA PRESENTATION AND ANALYSIS
- 4.1 Introduction
- 4.2 Response Rate
- 4.3 Demographic Characteristics of Respondents
- 4.4 Findings
- 4.5 Interpretation
- CHAPTER FIVE: SUMMARY, CONCLUSION AND RECOMMENDATION
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This research aims to investigate the relationship between service delivery and customer satisfaction within the Addis Ababa City Administration Land Development and Management Office (AALDMO). The study seeks to understand the quality of service provided by AALDMO, the level of customer satisfaction with these services, and the factors influencing both service quality and customer satisfaction.
- Quality of service delivery in AALDMO
- Customer satisfaction levels within AALDMO
- Factors influencing service quality in AALDMO
- Factors influencing customer satisfaction in AALDMO
- The relationship between service quality and customer satisfaction
Zusammenfassung der Kapitel (Chapter Summaries)
CHAPTER ONE: INTRODUCTION: This chapter sets the stage for the research, introducing the background of the study by focusing on service delivery and customer satisfaction within the context of Addis Ababa's land development and management. It clearly defines the research problem, outlining the gaps in existing knowledge and the need for this investigation. The chapter then lays out the research objectives, both general and specific, guiding the entire research process. Crucially, it outlines the research questions that will be addressed, specifying the scope of the study and acknowledging its limitations, including potential constraints imposed by factors such as the COVID-19 pandemic. Finally, it highlights the significance of the research and its potential contribution to improving service delivery within AALDMO and similar organizations.
CHAPTER TWO: REVIEW LITERATURE: This chapter provides a comprehensive review of existing literature relevant to the study's topic. It establishes the theoretical foundation by exploring established concepts of service delivery, service quality, and customer satisfaction. The chapter delves into different theoretical models and frameworks used to analyze these concepts, setting the stage for the application of these theories to the specific context of AALDMO. Importantly, it examines empirical studies conducted on related topics, providing evidence-based insights and identifying gaps in existing research that this study will aim to address. The conceptual framework is presented in this chapter, which summarizes the study's approach, highlighting the relationships between the key variables. The identified research gaps and their implications for this study are also outlined.
CHAPTER THREE: RESEARCH METHODOLOGY: This chapter meticulously outlines the research design and methodology employed in the study. It details the research approach and methods used, providing a clear rationale for the chosen techniques. The chapter systematically describes the sample design, including the target population, sampling frame, sampling unit, sampling technique, and the determination of sample size. This section ensures transparency and replicability. The sources of data, both primary and secondary, are clearly identified, along with a comprehensive explanation of how data analysis and interpretation will be undertaken. The chapter further addresses the critical aspects of validity and reliability, ensuring the trustworthiness and credibility of the findings.
CHAPTER FOUR: DATA PRESENTATION AND ANALYSIS: This chapter presents the findings of the study, presenting the collected data in a systematic and organized manner. It starts with an introduction outlining the organization of the data presentation, followed by information on the response rate. The demographic characteristics of the respondents are presented to provide context for the interpretation of the findings. The chapter then proceeds to present the data related to the quality of service delivered in AALDMO, the level of customer satisfaction, and the relationship between them. Key findings regarding factors affecting both service quality and customer satisfaction are also thoroughly presented. This section provides a detailed analysis of the data, drawing insights and conclusions that answer the research questions posed in Chapter One.
Schlüsselwörter (Keywords)
Service delivery, customer satisfaction, land development, Addis Ababa, public services, quality of service, empirical research, AALDMO, Ethiopia.
Frequently Asked Questions: Comprehensive Language Preview
What is the overall topic of this research?
This research investigates the relationship between service delivery and customer satisfaction within the Addis Ababa City Administration Land Development and Management Office (AALDMO). It aims to understand the quality of service provided, customer satisfaction levels, and the factors influencing both.
What are the key themes explored in this research?
The key themes include the quality of service delivery in AALDMO, customer satisfaction levels within AALDMO, factors influencing service quality in AALDMO, factors influencing customer satisfaction in AALDMO, and the relationship between service quality and customer satisfaction.
What is included in the Table of Contents?
The table of contents covers five chapters: Chapter One (Introduction), Chapter Two (Literature Review), Chapter Three (Research Methodology), Chapter Four (Data Presentation and Analysis), and Chapter Five (Summary, Conclusion, and Recommendation). Each chapter is further divided into sub-sections focusing on specific aspects of the research.
What are the research objectives?
The research aims to investigate the relationship between service delivery and customer satisfaction in AALDMO. Specific objectives include assessing the quality of service, measuring customer satisfaction levels, and identifying factors influencing both service quality and customer satisfaction.
What is covered in Chapter One: Introduction?
Chapter One provides background information, states the research problem, outlines objectives (general and specific), research questions, scope, limitations, significance, and the thesis organization. It sets the context for the study and its rationale.
What is covered in Chapter Two: Literature Review?
Chapter Two reviews existing literature on service delivery, service quality, and customer satisfaction. It establishes the theoretical foundation, examines empirical studies, presents a conceptual framework, and identifies research gaps.
What is covered in Chapter Three: Research Methodology?
Chapter Three details the research design, including the approach, methods, sampling design, data sources, data analysis techniques, and considerations for validity and reliability. It ensures the transparency and replicability of the research.
What is covered in Chapter Four: Data Presentation and Analysis?
Chapter Four presents the research findings. It includes response rates, demographic characteristics of respondents, data on service quality and customer satisfaction, and analysis of factors influencing both. It interprets the data and answers the research questions.
What is covered in Chapter Five: Summary, Conclusion and Recommendation?
Chapter Five summarizes the key findings, draws conclusions based on the data analysis, and provides recommendations based on the research results. This chapter ties together all aspects of the research and offers insights for future study and practice.
What are the keywords associated with this research?
Keywords include service delivery, customer satisfaction, land development, Addis Ababa, public services, quality of service, empirical research, AALDMO, and Ethiopia.
What is the target population of this study?
The target population is not explicitly stated in the provided preview, but it is implied to be customers and potentially staff of the Addis Ababa City Administration Land Development and Management Office (AALDMO).
What is the significance of this research?
The research aims to contribute to a better understanding of service delivery and customer satisfaction within AALDMO and similar organizations. The findings can inform strategies for improving service quality and customer experience.
- Quote paper
- Tewodros Tsega (Author), 2020, Service Delivery and Customer Satisfaction. A Case Study of Addis Ababa City Administration, Munich, GRIN Verlag, https://www.grin.com/document/1182609
