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 To this purpose, data was gathered through questionnaire, interview, FGD, and review of published and unpublished documents.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.
Table of Contents
- INTRODUCTION
- Background Of The Study
- Background to the Study Area
- Statement of the Problem
- Research Questions
- Objectives of the Study
- General Objective of the Study
- Specific Objectives of the Study
- Delimitation and Limitations of the Study
- Delimitation of the Study
- Limitations of the Study
- Significance of the Study
- Definition of Key Terms
- Organization of the Paper
- LITERATURE REVIEW
- Introduction
- Concept of Service
- Service Delivery
- Public Service Delivery
- Service Quality
- Theories and Concepts related to the NPM and Public Service Reforms
- New Public Management Theory
- Public Choice Theory
- Agency Theory
- Public Service Reforms and Service Delivery
- Public Service Reforms in Africa
- Public Service Reforms in Ethiopia
- Customer satisfaction
- Theories of Customer Satisfaction
- Customer Expectations
- Managing Customers' Expectations
- Compliant Handling
- Service Encounters
- Effectiveness
- Review of Empirical Studies
- Conceptual Framework
- RESEARCH METHODOLOGY
- Introduction
- Research Approach
- Data Type and Sources
- Methods of Data Collection
- Sampling Design
- Population, Sampling Unit, and Sampling Frame
- Method of Sampling
- Sampling Procedure and Sampling Size
- Method of Data Analysis
- Ethical Consideration
- Summary
Objectives and Key Themes
This thesis examines the effectiveness of service delivery reform in public institutions in Arba Minch Town, Ethiopia, with a focus on achieving customer satisfaction. It aims to evaluate the impact of reforms on service quality, customer expectations, and overall service effectiveness. The study seeks to identify factors influencing customer satisfaction and provide recommendations for enhancing service delivery in the context of the study area.
- Service delivery reform in public institutions
- Customer satisfaction and its determinants
- Effectiveness of service delivery reforms in achieving customer satisfaction
- Factors influencing customer satisfaction in public institutions
- Recommendations for improving service delivery in the study area
Chapter Summaries
The thesis begins by introducing the study, outlining its background, statement of the problem, research questions, objectives, delimitation, limitations, significance, definition of key terms, and organization. Chapter 2 provides a comprehensive literature review, exploring concepts of service, service delivery, public service delivery, service quality, and related theories such as the New Public Management (NPM) theory, Public Choice theory, and Agency theory. It also examines public service reforms in Africa and Ethiopia, delves into customer satisfaction theories and expectations, and analyzes compliant handling, service encounters, and effectiveness. Chapter 3 focuses on the research methodology, outlining the approach, data types and sources, methods of data collection, sampling design, data analysis techniques, ethical considerations, and a summary of the methodology.
Keywords
This study focuses on key terms and concepts including service delivery reform, customer satisfaction, public institutions, effectiveness, service quality, customer expectations, NPM, public choice theory, agency theory, and service encounters. The research aims to contribute to the understanding of service delivery reform in the Ethiopian context and provide insights for enhancing customer satisfaction in public institutions.
- Quote paper
- Meseret Ayenew (Author), 2016, Assessing the effectiveness of service delivery reform. The quest for customer satisfaction in public institutions of Arba Minch town, Munich, GRIN Verlag, https://www.grin.com/document/351484
