Investigation of Judicial Service Quality and Customer Satisfaction: The Case of Dire Dawa City Courts, Ethiopia



This study is conducted to examine Courts Quality Service, Service Delivery and Customer Satisfaction in City Courts. The study was used the primary and secondary source of data and data was collected from 282 sample through a survey questionnaire. Different descriptive statistics, Chi-Squared test, SERVQUAL Model, and logistic regression were used to carry out the research. From 282 study participants, 216 (77%) were males and 66 (23%) were females. The SERVQUAL result depicted that responsiveness is the most important factor to have a positive and significant effect on customer satisfaction followed by reliability, assurance, empathy, and tangibility. The overall satisfaction analysis result showed that 73% customers were satisfied by the City courts service. From the logistic regression, the City Courts are provide more service on the reliability dimension, assurance dimension, and minimizing of visiting frequency to the customer would increase the satisfaction of customer. Conferring inclusive jurisdictional power that stands by itself and Establishing Cassation Bench in Appellate Court of the City resolves the problems of dissatisfaction of Courts service delivery.

Keywords: Service quality, customer satisfaction, City courts in Dire Dawa City

DOI: 10.7176/JLPG/84-01

Publication date: April 30th 2019

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ISSN (Paper)2224-3240 ISSN (Online)2224-3259

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