Service Delivery and Customer Satisfaction in the Public Service Sector:An Ethiopian Experience

Abstract

The purpose of the study is to assess the existing service delivery and customer satisfaction of selected federal ministries/organizations in Ethiopia. The data collecting instruments employed in the study were questionnaires and key informant interview guides. Primary data was collected using self-administered, structured questionnaire from respondents (165 employees and 423 customers).The data obtained from the above sources were organized, presented and analyzed by using both qualitative and quantitative methods of research analysis. The result shows customers of public service organizations perceived positively that they are satisfied by the overall service delivery of the organizations. However, there were service delivery differences within different sections of every selected public service organizations and among each selected organization, which is statistically significant. The main challenges of public service delivery were lack of accountability, willingness to provide service as per request, sense of belongingness, inconsistencies of rules and regulations, and lack of integration problem among different government service providers. The public service organizations should introduce appropriate and realistic accountability measures; and work together in preparation of their rules, regulations, and procedure consistently so that they would have better integration, which enable them to provide good service delivery to their customers.

Keywords: Public service, Service delivery, SERVQUAL, Customer satisfaction, Ethiopia

DOI: 10.7176/PPAR/9-9-04

Publication date:September 30^th 2019