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

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.