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.
Inhaltsverzeichnis (Table of Contents)
- Chapter One: Introduction
- 1.1 Background of the Study
- 1.2 Statement of the Problem
- 1.3 Research Questions
- 1.4 Objective of the Study
- 1.4.1 General objective
- 1.4.2 Specific objectives
- 1.5 Scope of the Study
- 1.6 Limitations
- 1.7 Significance of the Study
- 1.8 Operational Definition of Terms
- Chapter Two: Literature Review
- 2.1 Theoretical Literature Review
- 2.1.1 The definitions of Service
- 2.1.2 Characteristics of Services
- 2.1.3 Service Quality
- 2.1.4 Factors Influencing Provision of Quality Public Service
- 2.1.5 Principles of Public Service Delivery
- 2.1.6 Customer Satisfaction
- 2.1.7 Customer Satisfaction Measurement
- 2.1.8 SERVQUAL Model of Measuring Customer Satisfaction
- 2.1.9 Service Quality and Customer Satisfaction
- 2.2 Empirical Literature Reviews
- 2.3 The Conceptual Framework of the Study
- Chapter Three: Research Methodology
- 3.1 Descriptions of the Study Area
- 3.1.1 Location
- 3.1.2 Population of the Study
- 3.2 Research Design
- 3.3 Sample and Sampling Techniques
- 3.3.1 Sampling Technique
- 3.3.2 Sample Size
- 3.4 Sources of Data
- 3.4.1 Primary Data Sources
- 3.4.2 Secondary Data Sources
- 3.5 Tools of Data Collection
- 3.6 Procedures of Data Collection
- 3.7 Methods of Data Analysis
- 3.8 Validity and Reliability
- Chapter Four: Results and Discussions
- Chapter Five: Summary of the Findings, Conclusions and Recommendations
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This thesis analyzes service delivery and customer satisfaction within the Burayu Town Municipality in the Oromia Region of Ethiopia. The primary objective is to assess the quality of public services provided and the level of customer satisfaction among residents. The research utilizes the SERVQUAL model to measure service quality and explores the factors influencing both service delivery and customer satisfaction.
- Service quality in public administration
- Customer satisfaction and its determinants
- The application of the SERVQUAL model in assessing public services
- Challenges and opportunities for improving service delivery
- Public service delivery principles and their implementation
Zusammenfassung der Kapitel (Chapter Summaries)
Chapter One: Introduction: This chapter sets the stage for the research by providing background information on service delivery in the context of the Burayu Town Municipality. It clearly defines the research problem, outlining the gaps in understanding service quality and customer satisfaction within this specific area. The chapter then articulates the research questions, stating the objectives – both general and specific – of the study. It also establishes the scope and limitations of the research, specifying its geographical and thematic boundaries. Finally, it highlights the significance of the research and its potential contributions to the field, and it offers operational definitions of key terms used throughout the thesis.
Chapter Two: Literature Review: This chapter provides a comprehensive review of existing literature on service delivery, service quality, and customer satisfaction. It explores theoretical frameworks and models relevant to the study, including a detailed examination of the SERVQUAL model, which is used as a core analytical tool in the research. The review covers various aspects of service delivery, such as the definitions and characteristics of services, factors influencing service quality, and principles of effective public service provision. The chapter also incorporates empirical studies that have investigated similar issues, allowing for a comparison of findings and a more nuanced understanding of the research context. A crucial element is the establishment of a conceptual framework, providing a structure for the subsequent empirical analysis.
Chapter Three: Research Methodology: This chapter details the research design and methods employed in the study. It begins by describing the study area, including its location and population characteristics. The research design is clearly outlined, along with a detailed explanation of the sampling techniques used to select participants. The chapter also provides information on data sources (primary and secondary), data collection tools, and data analysis methods. A critical component is the discussion of the validity and reliability of the research methods, demonstrating the robustness and rigor of the approach adopted to ensure the credibility of the findings.
Chapter Four: Results and Discussions: This chapter presents the findings of the study. It begins by presenting descriptive statistics on the respondents' demographics to provide a profile of the study's participants. The core of the chapter focuses on the analysis of service quality using the SERVQUAL model, presenting results for each dimension of service quality: tangibility, reliability, responsiveness, assurance, and empathy. These results are discussed in detail, exploring their implications and relating them to the theoretical framework outlined in Chapter Two. The chapter also examines respondents' opinions on service quality, complaint handling mechanisms, and the implementation of public service delivery principles. Finally, it presents challenges and recommendations identified through the research.
Schlüsselwörter (Keywords)
Service delivery, customer satisfaction, SERVQUAL, public administration, Burayu Town Municipality, Oromia Region, Ethiopia, public services, quality of service, empirical research, customer perception, service quality dimensions.
Frequently Asked Questions: Analysis of Service Delivery and Customer Satisfaction in Burayu Town Municipality
What is the overall topic of this research?
This research analyzes service delivery and customer satisfaction within the Burayu Town Municipality in the Oromia Region of Ethiopia. It aims to assess the quality of public services provided and the level of customer satisfaction among residents, using the SERVQUAL model.
What are the main objectives of this study?
The primary objective is to assess the quality of public services provided and the level of customer satisfaction among residents. Specific objectives include identifying factors influencing service delivery and customer satisfaction and applying the SERVQUAL model to measure service quality.
What methodology was used in this research?
The research employs a mixed-methods approach. It details the study area, sampling techniques, data sources (primary and secondary), data collection tools, and data analysis methods. Validity and reliability of the methods are discussed to ensure credibility.
Which model is used for measuring service quality?
The SERVQUAL model is used to measure service quality, analyzing its five dimensions: tangibility, reliability, responsiveness, assurance, and empathy.
What are the key themes explored in this research?
Key themes include service quality in public administration, customer satisfaction and its determinants, the application of the SERVQUAL model in assessing public services, challenges and opportunities for improving service delivery, and the implementation of public service delivery principles.
What are the key chapters and their content?
Chapter One (Introduction): Sets the context, defines the research problem, outlines objectives, scope, and limitations. Chapter Two (Literature Review): Reviews existing literature on service delivery, service quality, and customer satisfaction, including the SERVQUAL model. Chapter Three (Research Methodology): Details the research design, sampling, data collection, and analysis methods. Chapter Four (Results and Discussions): Presents and analyzes findings using the SERVQUAL model. Chapter Five (Summary of Findings, Conclusions, and Recommendations): Summarizes the findings, draws conclusions, and provides recommendations.
What are the key findings likely to include?
The findings will likely include results from the SERVQUAL analysis, showing scores for each dimension of service quality. The analysis will explore the relationship between service quality and customer satisfaction, and identify factors influencing both. Challenges and recommendations for improving service delivery will also be presented.
What are the keywords associated with this research?
Keywords include service delivery, customer satisfaction, SERVQUAL, public administration, Burayu Town Municipality, Oromia Region, Ethiopia, public services, quality of service, empirical research, customer perception, and service quality dimensions.
What is the significance of this study?
This research contributes to the understanding of service delivery and customer satisfaction in a specific context (Burayu Town Municipality). The findings can inform policy and practice regarding service improvement and enhance public service delivery in the region.
- Arbeit zitieren
- Ebisa Bakana (Autor:in), 2020, Service Delivery and Customer Satisfaction. The Case of Burayu Town Municipality, Ethiopia, München, GRIN Verlag, https://www.grin.com/document/940677
