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.
Table of Contents
- CHAPTER ONE
- Introduction
- Background of the Study
- Statement of the Problem
- Objective of the Study
- General Objective
- Specific Objectives
- Basic Research Questions
- Hypothesis
- Significance of the study
- Scope of theStudy
- Limitation of the study
- Description of the study area
- CHAPTER TWO
- Review of Related Literature
- Concepts and Definitions of Organizational Culture
- Organizational Culture Development
- Dimensions of Organizational Culture
Objectives and Key Themes
This thesis examines the effect of organizational culture on customer satisfaction at the Yeka Sub City Small Tax Payers' Office in Addis Ababa, Ethiopia. The study aims to understand how different aspects of organizational culture, such as reliability, tangibility, team orientation, responsiveness, customer orientation, and stability, influence customer perceptions of service quality and satisfaction.
- Organizational Culture and its Impact on Customer Satisfaction
- Dimensions of Organizational Culture Relevant to Service Quality
- Measuring Customer Satisfaction in a Public Service Setting
- The Relationship between Employee Satisfaction and Customer Satisfaction
- Identifying Key Factors Contributing to Customer Satisfaction in the Yeka Sub City Small Tax Payers' Office
Chapter Summaries
- Chapter One: Introduction: This chapter provides a background to the study, outlining the problem, objectives, research questions, hypothesis, significance, scope, limitations, and description of the study area.
- Chapter Two: Review of Related Literature: This chapter presents a comprehensive overview of existing research on organizational culture, focusing on its development, dimensions, and relationship to customer satisfaction. It explores key concepts and definitions relevant to the study.
Keywords
This thesis focuses on the key concepts of organizational culture, service quality, and customer satisfaction in the context of a public service organization. The study explores how various aspects of organizational culture influence customer perceptions of service quality and their overall satisfaction.
- Quote paper
- Abebe Animut (Author), 2019, The Effect of Organizational Culture on Customer Satisfaction, Munich, GRIN Verlag, https://www.grin.com/document/918528
