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.
Table of Content
1. 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
2. REVIEW LITERATURE
2.1. Theoretical bases of the study
2.1.1. Quality of Service Delivery
2.1.1.1.Service delivery
2.1.1.2Quality of service
2.1.1.3.Measuring the quality of service
2.1.1.4.Public Services
2.1.1.5.Characteristics of Public Services
2.1.1.6.Service delivered in land development and management
2.1.1.7.Mechanisms for service improvement
2.1.2. Level of customer satisfaction in land development and management office
2.1.2.1.Customer satisfaction
2.1.2.2.Measuring Customer Satisfaction
2.1.2.3.Why should we measure satisfaction?
2.1.2.4.Level of customer satisfaction in land development and management
2.1.2.5.Improving the level of customer satisfaction
2.1.3. Relationship between quality of service and customer satisfaction
2.2. Empirical bases of the study
2.2.1. Quality of Service delivered in AALDMO
2.2.2. Level of customer satisfaction in AALDMO
2.3. Conceptual framework
2.4. Research Gap
3. RESEARCH METHODOLOGY
3.1 Research Approach
3.2 Research method
3.3 Research Technique
3.4 Sample Design
3.4.1 Population and universe
3.4.2 Sampling Frame
3.4.3. Sampling unit
3.4.4. Sampling Technique
3.4.5 Sample Size
3.5. Sources of Data
3.5.1 Primary data sources
3.5.2 Secondary data sources
3.6. Data Analysis and Interpretation
3.7. Data presentation
3.9. Validity and reliability
3.9.1. Validity
3.9.2. Reliability
4. DATA PRESENTATION AND ANALYSIS
4.1. Introduction
4.2. Response Rate
4.3. Demographic Characteristics of Respondents
4.4. Findings
4.4.1. The quality of service delivered in AALDMO
4.4.1.1. Provided service quality in comparison with customer’s expectation
4.4.1.2. Measuring the service quality in AALDMO
4.4.2. The level of customer satisfaction in AALDMO
4.4.3. The relationship between quality of service and customer satisfaction in AALDMO
4.4.4. Factors that affect the level of customer satisfaction in AALDMO
4.4.4.1. Factors that affect the quality of service provided in AALDMO?
4.4.4.2. Factors that affect the level of customer satisfaction in AALDMO?
4.5. Interpretation
5. SUMMARY, CONCLUSION AND RECOMMENDATION
5.1 Introduction
5.2. Summary
5.3 Conclusion
5.4 Recommendations
Research Objectives and Themes
The primary objective of this research is to evaluate the quality of service delivery and the level of customer satisfaction within the Addis Ababa Land Development and Management Office (AALDMO), and to determine the impact of service quality on customer satisfaction while identifying factors that hinder these processes.
- Evaluation of service quality using the SERVQUAL model (Tangibility, Reliability, Responsiveness, Assurance, Empathy).
- Measurement of customer satisfaction levels among AALDMO service recipients.
- Analysis of the causal relationship between service quality and customer satisfaction.
- Identification of factors affecting service quality and customer satisfaction, such as employee competency, management, and bureaucracy.
Excerpt from the Book
2.1.1.1. Service delivery
Service is any activity that is made to satisfy the needs and wants of customers. As it is stated by WMCC, service is defined as the activity that has been done to satisfy the needs and wants of customers on the bases of knowledge, capacity and/or profession of employees (WMCC; 2016: 35). By citing (Armstrong et al, 1999), Afande stated that customer service is defined as activities and programs provided by the seller to the buyer to make the relationship a satisfying one. It is an activity or benefit that one party offers to another, which is, essentially, intangible and does not result in the ownership of anything. Its production may or may not be tied to a physical item. Variability of services is dependent on who provides them and when they are provided. Afande (2015: 50). WMCC also indicated that Service is a goal oriented process that is done to satisfy customers need; and it is a process that is delivered by deliverers to add economic value to customers (WMCC; 2016: 35). Therefore, we can say that service is an activity that is made by service providers or sellers in order to satisfy the needs and wants of customers, its goal is satisfying the needs of the customers.
Service delivery is the process providing the service to customers. By citing Ethiopian Service Delivery Policy (2001), Dereje (2017) stated as Service delivery is the systematic arrangement of activities in service giving institutions with the aim of fulfilling the needs and expectations of service users and other stakeholders with the optimum use of resources, (Dereje; 2017: 10). According to Transparency International Rwanda (2017), Service delivery is a fundamental function between service procuring entities and services seekers who have the right to request for services to satisfy their needs. Transparency International Rwanda (2017: 26). WMCC in its part indicated that, in order to provide a service, there should be a face to face contact between service providers and service receivers (customers) in the service delivery process of public service provisions (WMCC; 2016: 35). Therefore, we can conclude that service delivery is a systematic and sequential follow of a service from service provider to customers and it can be achieved by the relationship between service providers and customers.
Summary of Chapters
1. INTRODUCTION: This chapter outlines the research background regarding AALDMO, defines the problem of low service quality and customer dissatisfaction, and establishes the research objectives, questions, and scope.
2. REVIEW LITERATURE: This section covers theoretical and empirical bases, exploring concepts of service delivery, service quality (using SERVQUAL), and customer satisfaction, while reviewing previous studies and the conceptual framework.
3. RESEARCH METHODOLOGY: The chapter details the research approaches (qualitative and quantitative), sampling techniques, and data collection methods, including questionnaire distribution and interviews conducted with AALDMO staff and customers.
4. DATA PRESENTATION AND ANALYSIS: This section presents the findings, interpretation, and statistical analysis regarding service quality dimensions, customer satisfaction levels, and the identified factors affecting both.
5. SUMMARY, CONCLUSION AND RECOMMENDATION: The final chapter provides a synthesized overview of the study's conclusions and offers evidence-based recommendations to improve service quality and customer satisfaction at AALDMO.
Keywords
Customer, Customer Satisfaction, Service, Service Delivery, SERVQUAL, Public Service, Addis Ababa, Land Administration, Land Development, Service Quality, Accountability, Governance, Competency, Corruption, Feedback
Frequently Asked Questions
What is the core focus of this research?
The research focuses on evaluating the service quality and customer satisfaction levels within the Addis Ababa Land Development and Management Office (AALDMO) to identify problems and suggest improvements.
What are the primary thematic areas covered?
The work examines service delivery standards, customer satisfaction perceptions, the SERVQUAL model's applicability, and factors such as institutional capacity, governance, and employee behavior.
What is the primary objective of this study?
The main objective is to measure and address customer satisfaction in the service delivery of the AALDMO, aiming to bridge the research gap regarding comprehensive assessment at the city level.
Which scientific methodology is utilized?
The study employs descriptive and explanatory research methods, utilizing both quantitative (questionnaires analyzed with SPSS) and qualitative (interviews) approaches.
What does the main body of the research address?
The main body covers a literature review on service quality, the application of the SERVQUAL model, presentation of data collected from 324 customers and 10 employees, and an analysis of factors influencing service delivery.
Which keywords characterize this work?
The work is characterized by terms such as Customer Satisfaction, Service Delivery, AALDMO, SERVQUAL, and Land Administration.
Why is this research unique compared to previous studies?
Unlike previous research that focused on specific sub-cities or other public offices, this study evaluates AALDMO as a whole at the Addis Ababa city level, filling a specific knowledge gap in this domain.
What is the conclusion regarding service quality in AALDMO?
The research concludes that service quality at AALDMO is poor, failing to meet customer expectations across all five SERVQUAL dimensions (Tangibility, Reliability, Responsiveness, Assurance, Empathy).
How does this study relate to the COVID-19 pandemic?
The researcher highlights that COVID-19 posed a significant limitation to data collection, as many offices were closed, leading to delays and challenges in accessing respondents during the survey period.
What specific recommendations are proposed by the author?
The author recommends capacity-building training, structural reforms, the adoption of modern ICT technologies, the implementation of clear service standards, and strict administrative and legal measures against corruption.
- Arbeit zitieren
- Tewodros Tsega (Autor:in), 2020, Service Delivery and Customer Satisfaction. A Case Study of Addis Ababa City Administration, München, GRIN Verlag, https://www.grin.com/document/1182609
