Assessment of Customers’ Perception towards Service Delivery among Public Service Organizations in Dire Dawa Administration

Abstract

The issue of service delivery is becoming a global concern that demands continuous reform to fit the turbulent environment and changing customer needs. The purpose of this study was therefore to assess customer satisfaction on service delivery of selected public service organizations in Dire Dawa city Administration. The study employed the cross-sectional field survey method since relevant data were collected via at one point in time at public service organizations by distributing questionnaires to customers. A sample of 870 customers and 206 employees were randomly selected as study respondents in which In combination of a mixed research design was employed to quench the objectives of the study.  Descriptive statistics, Spearman’s correlation, mean values, frequency distribution and percentages were used to analyze the responses of respondents. The results of the study indicated that the five service delivery dimensions and customer satisfaction were positively correlated; the general level of customer satisfaction and the service delivery dimensions were moderate.  The  major challenges in service delivery such as lack of service mentality and deterioration of employees’ motivation, prevalence of corruption and rent seeking activities and behavior, absence of regular consultation with customers and stakeholders, lack of cooperation and integration among stakeholders, insufficient skilled man power, shortages of equipment and machineries, inefficient and inappropriate grievance handling systems, lack of revision of existing rules and regulations on timely basis, inability/under capacity of the middle managers to monitor and manage employees, and discrepancy between supply and demand were thoroughly identified. Finally, based on the analysis and conclusions, possible recommendations were suggested for alleviating the major challenges of service delivery processes in the study area.

Key Terms: Customer Satisfaction, Dire Dawa Administration, Public Service Organizations, Service Delivery

DOI: 10.7176/PPAR/10-10-05

Publication date:October 31^st 2020