Assessment of the effect of Quality Service Delivery Dimensions on Customers’ Satisfaction in Jimma Town: Case study of Revenue Authority.

Abstract

The purpose of this study was to assess the effect of Quality Service Delivery Dimensions on Customers’ Satisfaction in Jimma Town Revenue Authority. It revealed that the relationship between service Quality Delivery Dimensions and customers’ satisfaction in Jimma Town Revenue Authority. The research was descriptive design and primarily based on data collected through structured questionnaire developed based on SERVQUAL instrument. The Targeted Population of this Study was 1268; Simple Random sampling technique was employed to draw Sample Size of 304 Respondents from Jimma Town Revenue Authority customers’. The data were analyzed Descriptive statistics. The finding of the study revealed that all the five service quality dimensions of customers’ expectations exceed customers’ perceptions. The gap score between perceptions and expectations of customers’ of Jimma Town Revenue Authority showed that there is a negative gap score in all service quality dimensions All the Quality Service Delivery Dimensions have been positively and significant relationship with customers’ satisfaction in Jimma Town Revenue Authority. The Majorities of the Respondents were not satisfied by the Service they obtained from Jimma Town Revenue Authority. Thus the Revenue Authority needs more improvement concerning Quality Service Delivery Dimensions to satisfy their customers’ .Based on the major findings and conclusion of the study it was recommended that the Revenue Authority expected to improve all the five Service Quality Delivery dimensions in line with customers’ satisfaction.