THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: THE CASE OF SELECTED PUBLIC SECTOR ORGANIZATIONS IN SOYAMA ZURYA WOREDA

The study examined the effect of service quality on customer satisfaction in selected public sector 
organizations within Soyama Zurya woreda. To achieve this, the research employed an 
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explanatory and descriptive design, utilizing a quantitative approach to collect data from 384 
respondents was chosen from a population of 3,089 customers, selected through stratified 
sampling techniques based on Cochran’s (1977) formula. The study focused on six key service 
quality dimensions: tangibility, responsiveness, empathy, assurance, reliability, and 
transparency. Data analysis involved descriptive and inferential statistics, processed using IBM 
SPSS version 26. The correlation analysis demonstrated strong positive relationships between all 
service quality dimensions and customer satisfaction. Regression analysis further confirmed that 
each dimension significantly and positively influenced customer satisfaction, highlighting the 
critical role of service quality in shaping customer satisfaction. Based on this result this study 
recommended that public sector organizations to invest in strategies to enhance these service 
quality dimensions, ensuring they align with customer expectations. Additionally, the research 
suggested that future studies investigate the role of organizational culture and employee training 
in improving service quality and customer satisfaction. By addressing these areas, public 
organizations could better meet the needs of their communities, fostering greater trust and 
satisfaction among their customers.