Factors that affect public service quality :( A case study in Jimma town municipality)

Abstract

The main objective of the study is to assessing factors that affect public sector service quality in the case of Jimma city municipality. In doing so, the study employed mixed research approach. Questionnaire, semi-structured and key informant interview were used for gathering primary data source. The study which was carried out used judgmental sampling techniques in selecting a total of 5 kebles and 392 questionnaires was distributed from this 80% for customers of the municipality and20% for employees of municipality. A quantitativeand qualitative research approach was implemented. Data was collected using questionnaire developed both in afan Oromo and in English in order to make easy to understand and respond. Service quality has been measured through using five dimensions (SERVEQUAL MODEL) tangibility, responsiveness, reliability, assurance and empathy for customers’ response on service quality. In addition to customers the questionnaire also designed for employees of the selected Kebles. The data gathered through questionnaire was analyzed using SPSS Version 20 through mean, standard deviation for the study. The results indicated that the there is a positive relationship between service quality and customer satisfaction. It was, thus, it is advisable that the municipality of Jimma town needs to concentrate on those measuring instruments of service quality attributes which the clients considered most important and measures needs to institute to deal with those factors which tend to impact adversely on the organizations’ and municipality’s to attempt at ensuring the delivery of high quality of service and client satisfactions