Assessment of the Effect of Quality Service Delivery Dimensions on Customers’ Satisfaction in Jimma Town: The Case Study of Revenue Authority

Abstract

The main objective of the study is to assess the effect of quality service delivery dimensions on customers’ satisfaction in Jimma town Revenue authority. In doing so, the study was employed here both qualitative and quantitative research approach (mixed research approach) with descriptive and explanatory research design was employed. Questionnaire, semi-structured and key informant interview were used for gathering primary data source. The targeted populations of this study were 8988; simple random sampling technique was employed to draw sample size of 383 respondents from Jimma town revenue authority customers. Semi-structured questionnaire was utilized for collecting the views of the customers of the organization and Key Informant Interview was conducted with official and expert of the organizations .The data gathered through questionnaire was analyzed using SPSS Version 20 through mean, standard deviation for the study. Hence, there is a need for conducting an empirical research in future to test the proposition that was discussed in the study. The results indicated that the attributes of Responsiveness and Reliability were found to be the most important predictors of customer satisfaction. It was also found that the service quality in the study area is seen differently by customers, staff and management. It was, recommended that the revenue office better to concentrate on those service quality attributes which the customers considered most important, measures are instituted to deal with those factors which tend to impact adversely on the organizations’ and office attempt at ensuring the delivery of high quality of service and customers satisfaction