Determinates of Customer Services Delivery in Civil Service Office: In Case of Sheka Zone Civil Service Office

Abstract

Providing quality service to customer is very important for the success of any service delivered organization. Therefore they are very important for the customers too. This study aimed to examine the determinants of customer service delivery of civil service office in sheka zone civil service office. The study was conducted from June 2020 to august 2020. A questionnaire was designed to collect the data on the determinant factors like office bureaucracy, procrastination, absence of leader or manager in office, sociability of leader, time limitation that given for each server, time scheduled program manager or leader contact with customer, transparency and customer service delivery. The study was used explanatory research design and both primary and secondary data was used to conduct this study. Simple random sampling technique was used to select the office and the data was collected through convince method to infer the target population of the study. The data was collected from the customers of sheka zone civil service office. The collected data was analyzed by SPSS 20 Version. Descriptive and explanatory statistics was used to analyze the data and a sample of 385 customers was used to collect the data. Besides, descriptive statistical tools like maximum, minimum, mean and standard deviation. The study revealed that majority of the respondents feel agreed on determinant factors influence the service delivery. Inferential statistical methods like correlation analysis was used to assess the relationship between determinant factors and customer service delivery, multiple linear regression analysis also was employed to examine the influence of determinant factors on customer service delivery by using primary data collected through five scale likert questionnaire. Based on the findings of the study, from determinant factors of customer service delivery office bureaucracy, procrastination and absence of leader or manager in office have a negative and sociability of leader, time limitation that given for each server, time scheduled program manager or leader contact with customer and transparency have a positive and statistically significant correlation with customer service delivery. The multiple linear regression analysis (R2) implies that about 88.1% shows that the determinant factors determine the variation of customer service delivery of sheka zone civil service office. Also the regression result revealed that all explanatory variables have a statistically significant effect on customer service delivery. This indicated that determinant factors determine customer service delivery of sheka zone civil service office. Therefore, sheka zone civil service office should give primacy to avoid those bottlenecks appropriately to provide continuously as an indispensable tool to improve and maintain sustainable customer service delivery.

Keywords:customer service delivery, office bureaucracy, procrastination, absence of leader or manager in office, sociability of leader, time limitation that given for each server, time scheduled program manager or leader contact with customer and transparency

DOI: 10.7176/EJBM/13-7-01

Publication date: April 30^th 2021