| Abstract: | Service delivery Quality improvement is key issue that determines the very survival any of
company. The aim of this study was to assess the effect of service delivery quality on customer
satisfaction in N/S/L kebele 12/13 and to propose suggestion based on results of the study. The
study uses the Case study of research design and used primary data source. Primary data was
collected using survey questionnaires. Through employing convenience sampling methods, the
populations of this study are all customers who receive services from the kebele 12/13,
Accordingly, Sample size of 150 respondents is taken from kebele 12/13 society has been using
its service. The study identifies that reliability, responsiveness, prompt of service, behavior of
employees, availability of informative material, fulfillment of promises, sincerity in solving
customers‟ problems, personal attention to customers, and understanding the needs of the
customer were key issues that were below what customers would expect from the service
provider, hence also dissatisfied. It appears that customer satisfaction in the context of Kebele
12/13 is severely being affected by quite a number of factors, chief among them is the slow
speed in terms of service provision and the time they take to respond to customer service issues.
As a recommendation it is advisable to Kebele 12/13 to address the challenges indicated and also
need to maximize on the opportunities that the company can get by properly implementing the
right strategy to get customers satisfied. Since Kebele 12/13 is one of the largest Government
sectors in Addis Ababa and most of the customers had been customers for the Kebele for long,
the Kebele must use this opportunity for its efficiency and effectiveness. |
