Service delivery and customer satisfaction pdf

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service delivery and customer satisfaction pdf

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Prior studies of how service quality evolves during the service delivery process have used aggregate case data in retrospect or have not obtained objective measures of the actual dimensions of the service encounter on an individual basis. The aim was to investigate how quality factors were related to their respective encounters and how cumulative satisfaction levels impact on each other and over time. Average satisfaction levels for each of the five encounters were found to be significantly different.

The Benefits and Importance of Customer Satisfaction

Research Questions 1. Scope of the Study 1. Significance of the Study 1. Empirical Literature Reviews 2. Sources of Data 3. Tools of Data Collection 3. Procedures of Data Collection 3. Methods of Data Analysis 3. Validity and Reliability. My deepest gratitude goes to the gracious God for his will in helping me to accomplish this paper. I would like to express my deepest gratitude to my advisor Dagne Tafa Asst.

I would like to express heartfelt love, respect and unforgettable feeling to my friend Daraje Miecha for his unreserved support during all times of my work starting from editing words, language translation and distribution and collection of questionnaires.

My sincere love and respect goes to Iyasu Mosisa, my partner for helping me by printing materials and for his assistance during data collection and analysis.

My immense gratitude goes also to Burayu Town Administration for its consent to conduct the study and for providing necessary data. Lastly, thanks go to all peoples and organizations that have been extending unreserved assistance to me from the beginning up to the end of the thesis.

Open ended questionnaires, closed ended questionnaires and interview were employed for data collection. Regarding to research methodology; the researcher employed explanatory research method with both qualitative and quantitative data type.

The analysis conducted using Microsoft office excel and presented by using tables, graphs, frequency distribution and percentage. 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. The world over, public sector organizations are responsible for providing essential goods and services for the benefit of the citizens of their countries. The services sector is an indispensable player of most contemporary economies Amanfi. The public sector has been under increasing pressure to improve upon service delivery and to demonstrate that it is customer-centric.

Service quality has therefore been defined as an overall judgment similar to attitudes towards the service and generally accepted as an antecedent of overall customer satisfaction. Public sector organizations are responsible and accountable to the citizens and communities of their countries as well as to their customers or clients.

Zeithaml and Bitner, According to Gowan et al , service provision is more complex in the public sector than in the private sector. This is because it is not simply a matter of meeting expressed needs but of finding out unexpressed needs, setting priorities, allocating resources and publicly justifying and accounting for what has been done. The ultimate goal of public sector is to sustain the quality of the public service and to enhance the capacity to carry out core government functions so as to promote a sustained economic, social and political development in the environment of its operation Theodore, The effectiveness of good local governance needs to be judged by the capacity of local government structures to provide an integrated development approach to social and economic development issues and to supply essential services congruent with the needs and desires of the local communities.

In this regard, municipalities should be able to identify and prioritize local needs, determine adequate levels of services, allocate necessary resources to the public Idasa, In many countries, developing countries in particular, the issue of service delivery is a challenge that needs to be addressed given the low quality of service provision and the pressing needs of the poor Besley and Ghatak, Khalid supports this view when he states that local councils in Malaysia continue face pressure to improve their service delivery.

The increased level of education of the population has led to a more vocal and more discerning citizenry that expects better services and accountability from its local government. Similarly, the argument by Gwayi that municipalities in South Africa face serious challenges in implementing service delivery options that will enhance existing structures in the sphere of local government points towards the need for strategies to improve service delivery. According to Government of Federal Democratic Republic of Ethiopia , Policy directives are formulation of mission statements, promoting positive attitudes towards serving the public, establishing compliant handling mechanisms, setting service standards, providing cost-effective service, promoting transparency in the public service atmosphere should be realized.

In April , the government of the Federal Democratic Republic of Ethiopia published, a service delivery policy for Ethiopian civil service. According to the document, service delivery from public sector organizations, refers to those activities of government institutions aimed at satisfying the need and ensuring the expectation of society as well as enforcing laws, regulations and directives of the government.

Obviously, the preeminent reason for facing challenges by professionals, who are involved in providing customer service would be the failure to achieve customer gratification Murali, S Public sector like Buarayu Town Municipality, which is the geographical concern of this study, is not exception to this.

This research is, therefore tries to assess the service delivery practice and customer satisfaction of the municipality. Although the need to satisfy customer is something that goes without saying this is precisely the problem with many organizations, assumptions are made about what customers really want.

Professional services in a particular sector frequently suffer from an attitude of thinking that they know best, because they are the experts. This may be true but, this attitude can create blind spots in dealing with customers Johnson and Clark, , as cited by Yeshitila Tefera, Mohammed Nor et al , argue that the public complaint of long queues, poor service delivery and insufficient physical facilities may affect the image and level of service quality in the public sector.

According to the Organization for Economic Co-operation and Development OECD, , throughout the world cities face the most acute challenges of Service delivery because of fast growing populations. Public sector administrators around the world face a common set of challenges, if their services are to meet the increased expectations of their customers, from both citizens and businesses.

However, experience shows that while the challenges may be consistent, the ways in which they are being confronted, and the results that are being achieved, vary considerably. In many developing countries, the issue of service delivery is a challenge that needs to be addressed given the low quality of service provision and the pressing needs of the poor. Moreover, rapid industrialization and urbanization of countries have created a challenging environment for the local government.

Besley and Ghatak, Empirical evidence by Wescott shows many African municipality Services are characterized by corrupt, inefficient and poor public service delivery that requires capacity building and relevant reforms to change the existing trend that in turn enhances social-economic developments. To address this, the public sector must find ways of improving the efficiency and effectiveness of its service delivery. This means providing value for money by improving quality of service, and reducing the costs involved in providing those services.

The government of Ethiopia adopted the Ethiopian service delivery policy in , with the main objective of ensuring efficiency and effectiveness of service delivery; equity in access to government services; ensuring accountability for failure to provide quality service, so as to ensure customer satisfaction.

The essence of public sector reform in Ethiopia is similar to elsewhere in the world, were the need to improve efficiency and effectiveness in the delivery of service to the public. The importance for the development and institution of public service reform has assumed greater prominence since a major factor in the successful formulation and implementation of socio-economic and political development policies and programs in any country is an effective, efficient and responsive public service.

Some common problems faced by consumers are lack of creating awareness on the terms of the policy, prompt claims settlement method, poor risk assessment as a result insufficient recommendation by the service provider to the customer in order to minimize the happening of the loss, delay in communication, unprofessional conduct, inflexible service, in availability of staff for advise at time of claims due to rigid working hours which leads to dissatisfaction Ethiopian Economic Association p.

According to Hussein, , though public organizations are supposed to give quality service in a way that is efficient, effective, fair, transparent, reliable, and responsive that meets customer satisfaction, service delivery lacks these qualities which in turn affected the level of customer satisfaction. This study is to anticipate whether there is quality public service delivery and to determine level of customer satisfaction.

Because the researcher is frequently hearing complaints from customers regarding to the service delivery system of the municipality, the researcher is to conduct the study with the objective of assessing the quality of public service delivery practice and customer satisfaction in Burayu Town Municipality, using the five dimensions of SERVQUAL model and its subsequent effect on customer satisfaction and to suggest possible solutions for gaps that will be identified by the study.

In order to assess the level of satisfaction of the customers the study anticipates finding possible and relevant responses for the following questions;. The main objective of the study is to investigate the quality of public service and to identify the level of customer satisfaction in Burayu Town Municipality. Geographically, the study delimited to Burayu Town, Oromia Region.

Thus, the scope of the study was delimited to two selected kebeles Gafarsa Burayu and Burayu Kata , and individuals who lived in the town for at least two years, hoping they know better about the municipality service delivery. This was because of the sector itself was vast and has massive customers, which were not feasible to touch all otherwise. While the level of customer satisfaction was delimited to be measured using variables of quality service, service delivery process, overall customer satisfaction, and giving recommendations for the concerned body.

The study encountered a number of challenges. Key challenges among them were the issue of funding. Activities such as transportation, printing of questionnaires, pretesting of questionnaires and other relevant documents proved financially burdensome. Another challenge was the difficulty in getting clients to respond to the questionnaires. Customers the researcher met were unwilling to touch questionnaire papers, fear of Corona Virus.

The researcher was not overwhelmed by these challenges and took steps to as much as possible minimize the effects of these challenges. To reduce transport cost the researcher selected nearby kebeles having large number of population purposively, to overcome financial problem asked and gained sponsor to print materials, to meet many respondents the researcher took long period of time and for the respondents negligence to fill questionnaires fear of corona virus the researcher gave them sanitizer.

For customers of the town, the study paves way for the improvement of service delivery system, provide formal means of feedback to service received, which may help to identify existing and potential problems regarding to the municipality. Furthermore the result of the study helps the developmental strategy held by government at country level, because it supports the existence of good governance and harmonious relationship between customer and employee.

It also helps different levels of the sector to identify their respective status in relation to improvement of service delivery and customer satisfaction. Eventually, the finding may help any interested person who wants to conduct study in the area as a point of reference. Service : - service is an act or performance offered by the municipality to its customers. Quality : is the expressed opinion, mental standard by the respondents and the estimation given on the scale especially Likert Scale.

Customer perception : -is the actual level of service the customers received from the municipality. Empathy :-caring and individualized attention given to customers by the employees. Municipality - a town, city or district with its own local government; the group of officials who govern it. Customers : Any person or inhabitants of the Town that demand service from the municipality.

Service provider : The municipal employees who deliver service for the customers. It is scientific to make a study grounded on strong and relevant theoretical literature which helps a researcher or a professional reader to evaluate what is the existing body of the knowledge and what is the gap to be filled by the topic under the study. Service is intangible activities aimed at satisfying the need and ensuring the wellbeing of individual, group or society as a whole.

Service delivery system requires systematic method where by activities are arranged so that the service recipients can get the service they need in effective, efficient and in equitable manner. In this context he attempted to define services bearing in mind what is done by the service provider and the end result of this process on the customers.

A number of characteristics of service have been suggested to help distinguish goods and services in the past decades. It is the combination of these characteristics which creates the specific context in which service organizations must develop their marketing policies. Though different authors suggest different characteristics of service, Kotler lists intangibility, inseparability, variability, and perish ability as the common characteristics services.

Unlike physical products, services cannot be seen, tasted, felt, heard or smelled before purchased. Obviously, opinions and attitudes may be sought beforehand, but a repeat purchase may rely upon previous experience.

To reduce uncertainty buyers will look for signs or evidence of service quality. They will draw inferences from place, people, equipment, price, etc.

According to Kotler , Services are essentially intangibles, in which the service marketers are able to manage evidences and visualize the intangible services or the abstract offers.

Regan also introduced the idea of service as activities, benefits or satisfactions which are offered for sale or provided in connection with the sales of goods. The degree of intangibility has been suggested as a means of differentiating tangible products with services.

Customer Satisfaction during the Service Delivery Process

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The impact of service delivery quality on customer satisfaction in Indian banks

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One of the unique characteristics of services is that customer participate actively in service production process. In other words, every moment is the interaction between a customer and a supplier of services, that each part plays crucial role in service- based organizations. Such models have been proposed to explain this interaction, the service profit chain model. Service profit chain model offers a relation which connects organization profit, customer loyalty and service value to the employee satisfaction, productivity and ability.

Research Questions 1. Scope of the Study 1. Significance of the Study 1. Empirical Literature Reviews 2. Sources of Data 3.

Service Delivery and Customer Satisfaction. The Case of Burayu Town Municipality, Ethiopia

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