April 18, 2025 Thesis Open Access

TAGASH SOROMO

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{
  "DOI": "10.20372/nadre:6043", 
  "language": "eng", 
  "author": [
    {
      "family": "TAGASH SOROMO"
    }
  ], 
  "issued": {
    "date-parts": [
      [
        2025, 
        4, 
        18
      ]
    ]
  }, 
  "abstract": "<p>The study examined the effect of service quality on customer satisfaction in selected public sector&nbsp;<br>\norganizations within Soyama Zurya woreda. To achieve this, the research employed an&nbsp;<br>\nxi<br>\nexplanatory and descriptive design, utilizing a quantitative approach to collect data from 384&nbsp;<br>\nrespondents was chosen from a population of 3,089 customers, selected through stratified&nbsp;<br>\nsampling techniques based on Cochran&rsquo;s (1977) formula. The study focused on six key service&nbsp;<br>\nquality dimensions: tangibility, responsiveness, empathy, assurance, reliability, and&nbsp;<br>\ntransparency. Data analysis involved descriptive and inferential statistics, processed using IBM&nbsp;<br>\nSPSS version 26. The correlation analysis demonstrated strong positive relationships between all&nbsp;<br>\nservice quality dimensions and customer satisfaction. Regression analysis further confirmed that&nbsp;<br>\neach dimension significantly and positively influenced customer satisfaction, highlighting the&nbsp;<br>\ncritical role of service quality in shaping customer satisfaction. Based on this result this study&nbsp;<br>\nrecommended that public sector organizations to invest in strategies to enhance these service&nbsp;<br>\nquality dimensions, ensuring they align with customer expectations. Additionally, the research&nbsp;<br>\nsuggested that future studies investigate the role of organizational culture and employee training&nbsp;<br>\nin improving service quality and customer satisfaction. By addressing these areas, public&nbsp;<br>\norganizations could better meet the needs of their communities, fostering greater trust and&nbsp;<br>\nsatisfaction among their customers.</p>", 
  "title": "THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION:  THE CASE OF SELECTED PUBLIC SECTOR ORGANIZATIONS IN SOYAMA ZURYA WOREDA", 
  "type": "thesis", 
  "id": "6043"
}