The Impact of Quality Public Service Delivery on Customer Satisfaction in Bahir Dar City Administration: The Case of Ginbot 20 Sub-city

Besfat Dejen Engdaw

International Journal of Public Administration, 2020, vol. 43, issue 7, 644-654

Abstract: This study is conducted with the general objective of assessing the impact of quality public service delivery on customer satisfaction in Ginbot20 sub-city. To conduct the study correlational research design, and quantitative research approach have been employed. A total of 88 samples both from customers (68) and service providers (20) were selected using simple random sampling and systematic random sampling techniques respectively. Data were collected using questionnaires. Based on the data collected, the study comes up with certain findings. Among the major findings, the perception of customers and service providers on quality service delivery and customer satisfaction is different, responsiveness, tangibility, assurance, and reliability have positively associated with customer satisfaction. However, empathy has negatively associated with customer satisfaction. Generally, the likelihood of customers gets satisfied when there is quality service delivery is 0.84 (84%) while get satisfied with the probability value of 0.038948(3.8948%) in the absence of quality service delivery.

Date: 2020
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DOI: 10.1080/01900692.2019.1644520

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