Service Delivery and Customer Satisfaction. The Case of Burayu Town Municipality, Ethiopia PDF Download
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Author: Ebisa Bakana Publisher: GRIN Verlag ISBN: 3346270378 Category : Business & Economics Languages : en Pages : 84
Book Description
Research Paper (postgraduate) from the year 2020 in the subject Organisation and administration - Public administration, , language: English, abstract: 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.
Author: Ebisa Bakana Publisher: GRIN Verlag ISBN: 3346270378 Category : Business & Economics Languages : en Pages : 84
Book Description
Research Paper (postgraduate) from the year 2020 in the subject Organisation and administration - Public administration, , language: English, abstract: 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.
Author: Alan Wilson Publisher: McGraw Hill ISBN: 1526847817 Category : Business & Economics Languages : en Pages : 539
Book Description
Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success. In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-todate and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today. New and updated material in this new edition includes: • New content related to human resource strategies, including coverage of the role of robots and chatbots for delivering customer-focused services. • New coverage on listening to customers through research, big data, netnography and monitoring user-generated content. • Increased technology, social media and digital coverage throughout the text, including the delivery of services using mobile and digital platforms, as well as through the Internet of Things. • Brand new examples and case studies added from global and innovative companies including Turkish Airlines, Volvo, EasyJet and McDonalds. Available with McGraw-Hill’s Connect®, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency.
Author: Anwar Shah Publisher: World Bank Publications ISBN: 0821369407 Category : Business & Economics Languages : en Pages : 588
Book Description
Budgeting and budgetary institutions play a critical role in resource allocation, government accountability, and improved fiscal and social outcomes. This volume distills lessons from practices in designing better fiscal institutions, citizen friendly budgets, and open and transparent processes of budget preparation and execution. It also highlights newer concepts of performance budgeting, accrual accounting, activity based costing, and the use of information and communication technology in budgeting. These tools of analysis are supplemented by a review of budgeting in post-conflict countries and two country case studies on the reform of budgeting systems.
Author: Kyle Husfloen Publisher: Penguin ISBN: 1440219141 Category : Antiques & Collectibles Languages : en Pages : 569
Book Description
A precious commodity since ancient times, the powerful presence of perfume lies not in the fragrance alone, as you'll discover after spending just a few minutes with the beautiful new reference to the regal world of antique and vintage perfume bottles. Each of the bottles in this book (which includes commercial successes such as Avon and Coty, and high-end spectacles including Chanel No. 5 and Lalique) is represented in a stunning color photos, accompanies by recent auction and realized pricing, plus, production information to assist the accurate identification of these containers.
Author: Abebe Animut Publisher: GRIN Verlag ISBN: 3346304698 Category : Business & Economics Languages : en Pages : 99
Book Description
Master's Thesis from the year 2019 in the subject Business economics - Business Management, Corporate Governance, grade: A, , course: Business Adminstration, language: English, abstract: 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.
Author: Taye Assefa Publisher: African Books Collective ISBN: 9994450115 Category : Central-local government relations Languages : en Pages : 175
Book Description
The 1991 government change in Ethiopia ushered in a centralised system of governance, aimed to bring about harmony and cooperation between different groups and to promote local self-rule. It has proceeded in two phases: 1991-2001 centred on creating and powering National/Regional Governments, termed mid-level decentralisation. Further powers were devolved in 2001 through the District Level Decentralization Program and Urban Management Profram. This volume brings together studies by the Forum for Social Studies and others, with the aim of identifying knowledge gaps for further research and to generate debate on the issues in Ethiopia. The study is in two parts: a literature review seeking to document existing studies and highlight research gaps; and field work which involved a rapid assessment of eight weredas and two kifle ketemas in Addis Ababa. The other three studies are synopses of master theses submitted to the Institute of Regional and Local Development Studies of Addis Ababa University.
Author: OECD Publisher: OECD Publishing ISBN: 9264192603 Category : Languages : en Pages : 497
Book Description
Managing Public Expenditure presents a comprehensive and in-depth analysis of all aspects of public expenditure management from the preparation of the budget to the execution, control and audit stages.
Author: Ebisa Bakana
Author: Ebisa Bakana
Author: Alan Wilson
Author: Ghani Salleh
Author: Anwar Shah
Author: Kyle Husfloen
Author: Abebe Animut
Author: Fritz Morstein Marx
Author: American institute of agriculture, Chicago
Author: Taye Assefa
Author: OECD