The effect of service quality delivery on customer satisfaction of jimma zone revenues authority

Abstract

The aim of this study is to assess quality of service delivery and its impact on customer satisfaction. It described the relationship between service quality dimensions and customer satisfaction in Jimma Zone Revenues Authority and identifies the most important dimension of service quality. Moreover, it shows the gaps between customer’s expectation and perception on the quality of service delivery system in the organization. The study was carried out through the use of cross-sectional survey design and primarily based on data collected through structured questionnaire developed based on SERVQUAL instrument. Convenience sampling technique was used to select 248 respondents from customers of 2780 vat registered target population of the organization. The data collection was taken one month. The data has been analyzed by descriptive statistics and Pearson’s correlation. The finding shows that all the five service quality dimensions are positively related with customer satisfaction. Reliability test shows the highest positive relation with customer satisfaction while tangibles demonstrate the least positive relation with customer satisfaction. The result also indicates that the overall service quality perceived by consumers was not satisfactory meaning expectations exceeded perceptions and all the dimensions showed higher expectations than perceptions of services. This implies that the organization is not providing the level of service quality required by customers. The findings suggest that the organization need to improve all the dimensions of service quality