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

Mengste, Muluken; Teshome, Zewdu; Belete, Behailu; Gizaw, Girma; Mulugeta, Aschalew

doi:10.29322/ijsrp.10.05.2020.p101112

Cited by 6 publications

(4 citation statements)

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“…Overall, the table revealed that the customers of courier services in Tanza, Cavite agreed on the overall aspects of courier service regarding reliability with a grand mean of 4.19. This result was somehow different from the study conducted by Mengste(2020), which showed that reliability dimension has the lowest score in service quality evaluation.…”

Section: Customer's Evaluation Of Courier Servicescontrasting

confidence: 98%

Utilization Of Modified SERVQUAL Model in Crafting Strategies Among Courier Services

Mendoza

Pichay

Tadeo

2023

IJMABER

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Pandemic has a big impact on the whole economy especially on the business industry, most of the businesses are forcibly closed down due to the pandemic, and due to the safety measurements of the government, and businesses such as courier services are playing a vital role in building the gap between the customers and businesses. Hence, the study aimed to determine the customers’ evaluation on service quality of courier services in Tanza, Cavite. The researchers used a descriptive-correlational research design in this study. The result of the study depicted that majority of the courier service customer were female with 78.89% and age ranging from 21 to 30 years old. The majority of the participants were single. Also, College undergraduates obtained the highest percentage with 58.90%, as well as the net monthly income of the participants ranging less than Php 10,957.00. However, in terms of the customers’ level of satisfaction on the five dimensions of service quality, credibility got the highest grand mean which indicates that it is the factor that highly influences customer satisfaction. The overall satisfaction level of the participants showed that they were satisfied with the services of courier service providers. The researchers concluded that majority of courier service customers are female’s ages ranging from 21 to 30 years old. The researchers revealed that most of the courier service customers are college undergraduates and earning less than Php 10,957.00 per month. The researchers recommended strategies to courier services to improve their service quality.

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Section: Customer's Evaluation Of Courier Servicescontrasting

confidence: 98%

Utilization Of Modified SERVQUAL Model in Crafting Strategies Among Courier Services

Mendoza

Pichay

Tadeo

2023

IJMABER

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“…Generally, in this study it is revealed that the quality of public service delivery factors and customer satisfaction including service quality are highly associated to make positive perception towards the quality service delivery (Kuo, (2003);Zeithaml, (2006); Koirala & Shrestha, (2018); Mengste et al, (2020). Perception towards the customer satisfaction is enhanced when quality service is delivered.…”

Section: Discussionmentioning

confidence: 80%

“…Such result was shown by Agbor, (2011). But theory explains that there is direct relation of quality of public service dimension to perception and satisfaction as opined by Zeithaml, ( 2006) and various results from various research study has also signified such relationship as mentioned by Kuo, (2003); Koirala & Shrestha, (2018): Mengste et al, (2020).…”

Section: Discussionmentioning

confidence: 96%

Student's Perception Regarding Quality of Public Service Marketing on Service Delivery

Palikhe,

Bhandari,

Phuyal

et al. 2023

Kanya J.

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Public Service Marketing has been used as game plan to enhance service delivery in the public sector. A gap has been seen in using quality service dimensions and public service marketing concept for enhancing service delivery in public sector. This study therefore assessed the citizen’s perception regarding the quality of public service marketing on service delivery in public sector of Nepal. Special references have been taken from students studying master degree in Management at Prithvi Narayan Campus, Pokhara. Descriptive and quantitative research design has been employed for this study. Out of 180 total populations under study, 50 samples have been taken by using simple random sampling. Data were collected via questionnaires using Google Form. Data were analyzed using SPSS 26 statistical tools. Quantitative statistical results were analyzed. The practical implications is to assess the perception of citizens i.e. students of master degree in this study towards quality service delivery and customer satisfaction. The study revealed that the perception of students towards quality service delivery and customer satisfaction is different among the groups but there have been positive impact of quality of public service marketing factors on service delivery with customer satisfaction. However, overall perception towards the service quality and satisfaction is not good. Additionally, easy access to service and good behaviors of employees in public sector were deemed to be essential for positive enhancement in citizen's perceptions regarding the quality of public service marketing on service delivery. The study was limiting only two service delivery factors therefore, it will be recommended to study numerous additional influencing elements like cost, time and communication that can be used in research in future as quality of service delivery factors.

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“…j. (Mengste et al, 2020). Conducted while customer dissatisfaction arises when expectations are not met.…”

Section: Introductionmentioning

confidence: 99%

Effect of Service Quality on Customer Satisfaction: The Case of Ethiopian Electric Utility in South Western Region.

Woldemichael

2024

JMC

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This study aimed to evaluate the impact of service quality on customer satisfaction in selected customer service centers within the southwestern region's electric utility sector. A combination of descriptive and explanatory research designs utilizing both qualitative and quantitative methodologies was employed. The study's population consisted of 37,258 customers across four customer service centers, with a sample size of 396 respondents, of which 389 completed and returned the questionnaires. A multistage sampling technique was utilized for sample selection, and data collection was performed through interviews and questionnaires. The collected data was analyzed using SPSS 25, employing descriptive and inferential statistical analyses, including frequency, percentage, mean calculations, Pearson correlations, and multiple linear regressions to ascertain the causal relationship between service quality and customer satisfaction. The study's findings revealed that responsiveness was the service quality dimension exerting the most significant influence on customer satisfaction. Additionally, all service quality coefficients associated with customer satisfaction demonstrated positive and statistically significant correlations. Therefore, enhancing responsiveness and continuous improvement initiatives are critical factors to enhance overall customer satisfaction levels. Furthermore, the study determined that all five service quality dimensions (Tangibility, Reliability, Responsiveness, Assurance, and Empathy) positively and significantly influenced customer satisfaction. Consequently, it is recommended that managers and employees within the Ethiopian Electric Utility should actively collaborate to enhance service quality levels, consequently elevating customer satisfaction levels.

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

Cited by 6 publications

References 0 publications

Utilization Of Modified SERVQUAL Model in Crafting Strategies Among Courier Services

Utilization Of Modified SERVQUAL Model in Crafting Strategies Among Courier Services

Student's Perception Regarding Quality of Public Service Marketing on Service Delivery

Effect of Service Quality on Customer Satisfaction: The Case of Ethiopian Electric Utility in South Western Region.

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