Abstract:
The purpose of this study was to examine the effect of service quality on customer satisfaction in
Kaffa Zone Youth and Sport Office. To accomplish the purpose of this study used cross-sectional
research design and multi-stage sampling technique gives as from a total of 25,671 sport
customers reduce to 315 respondents. Respondents were surveyed by means of the revised
questionnaires from the prior studies service quality was measured by using 5 items SERVQUAL
model and customers’ satisfaction measured by using 12 parameters’ of overall customers’
satisfaction (OCS). The statistical method of data analysis included descriptive and inferential
statistics. The major findings obtained from this study were as follows: First, except assurance
dimension, in Office were poor in four dimensions of service quality. Second, customers were
dissatisfied by the various services offered by the office. Third, the five service quality
dimensions such as tangibility, reliability, responsiveness, assurance, and empathy had strong
relationship with customer satisfaction. Finally, the five service quality dimensions are
significant predictors of customer satisfaction in Kaffa Zone Youth and Sport Office. Therefore,
the researcher recommended that the management, internal stakeholders (customer) as well as
external stakeholders (employers - the labor market) of Kaffa Zone Youth and Sport Office
should direct its attention and effort towards improving four service quality dimensions such as
tangibility, reliability, responsiveness, and empathy on which this study found poor service
quality and contributing for customer dissatisfaction.
