Abstract:
The issue of service delivery is becoming a global concern that demands continuous reform to fit the
turbulent environment and changing service user needs. Efficient and effective servicedelivery is
now a prominent agenda of most countries including Ethiopia. This study aimed at finding out The
Effect of Good Governance in Ensuring Quality Public Service Delivery: Case of Some Selected
Public Institutions in Gida Ayana Woreda, East Wollega, Oromiya Region. publicinstitutions such
as, Court Office, Woreda administration office, Gida Ayana electric utility service center,
andMunicipality were purposely selected giving a due consideration to the availability of the large
number of users as well as the magnitude and importance of thisinstitutions in serving the society
and their relation with diverse stakeholders. The methodology used to conduct this study was mixed
research design where purposive sampling technique was employed to select government institutions
and the study used systematic random sampling methods to select service users and employee
respondents.Both primary and secondary data was employed. Data was obtained bothfrom civil
servants and service users together with the information obtained throughinterviews from
selectedpublic officials.A total of 389service users and employees are taken as a sample and 389
questionnaires were distributed and 303 questionnaires were returned and 86 unreturned.This is
because of many respondents are not volunteer to fill and return the questionnaires on time. The
data gathered from both primary and secondary sources were analyzed and presented using
descriptive and statistical methods such as frequencies, percentages, tables and charts. In this paper
transparency, accountability, effectiveness and efficiency which are the core elements of good
governance had selected to assess prevailing conditions in woreda court, municipal office, woreda
administration and Gida Ayana electric utility service center. A conceptual Framework model of
service quality dimensions was developed.The major challenges in service delivery were thoroughly
identified. The findings of the study show that delivery of service quality in the selected public
officials is below averageand service users are not satisfied with the service provided. The study
recommended that, to improve quality public service delivery at the selected offices, the management
of institutions should ensure that all the selected institutions are aware of the principles of good
governance and adhere to them in their day to day activities.
