Service Delivery Practice in Dire Dawa City Administration: Evidences from Selected Institutions

Abstract

The issue of service delivery and its challenges are overwhelming concerns for Africa. Public institutions have the responsibility and obligation to provide quality service to the public fairly, equitably, honestly, efficiently and effectively. However, the public opinion survey on good governance images and Performances of Dire Dawa City Administration (2013), indicates that the public is at high level of disatisfaction with the public services delivery practices by the public institutions. Therefore, the study was conducted with the general objective of assessing the existing service delivery practice of selected institutions. In this regard relevant data were collected both from primary and secondary sources. The study result has revealed that the culture of providing service as per the standards they set is weak, institutions did not meet customers’ expectations and there is no complaint handling unit in all the institutions. But there is improvement in working culture and communication with customers. Thus, the implementation status of the service delivery program is somewhat improving, but in an infant stage.

Keywords: Customer satisfaction, Customer Expectations, complaint, Service standard