April 18, 2025 Thesis Open Access

TAGASH SOROMO

DCAT Export

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        <foaf:name>TAGASH SOROMO</foaf:name>
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    <dct:title>THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: THE CASE OF SELECTED PUBLIC SECTOR ORGANIZATIONS IN SOYAMA ZURYA WOREDA</dct:title>
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    <dcat:keyword>Customer Satisfaction, Tangibility, Responsiveness, Empathy, Assurance, Reliability, and Transparency</dcat:keyword>
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    <dct:description>&lt;p&gt;The study examined the effect of service quality on customer satisfaction in selected public sector&amp;nbsp;&lt;br&gt; organizations within Soyama Zurya woreda. To achieve this, the research employed an&amp;nbsp;&lt;br&gt; xi&lt;br&gt; explanatory and descriptive design, utilizing a quantitative approach to collect data from 384&amp;nbsp;&lt;br&gt; respondents was chosen from a population of 3,089 customers, selected through stratified&amp;nbsp;&lt;br&gt; sampling techniques based on Cochran&amp;rsquo;s (1977) formula. The study focused on six key service&amp;nbsp;&lt;br&gt; quality dimensions: tangibility, responsiveness, empathy, assurance, reliability, and&amp;nbsp;&lt;br&gt; transparency. Data analysis involved descriptive and inferential statistics, processed using IBM&amp;nbsp;&lt;br&gt; SPSS version 26. The correlation analysis demonstrated strong positive relationships between all&amp;nbsp;&lt;br&gt; service quality dimensions and customer satisfaction. Regression analysis further confirmed that&amp;nbsp;&lt;br&gt; each dimension significantly and positively influenced customer satisfaction, highlighting the&amp;nbsp;&lt;br&gt; critical role of service quality in shaping customer satisfaction. Based on this result this study&amp;nbsp;&lt;br&gt; recommended that public sector organizations to invest in strategies to enhance these service&amp;nbsp;&lt;br&gt; quality dimensions, ensuring they align with customer expectations. Additionally, the research&amp;nbsp;&lt;br&gt; suggested that future studies investigate the role of organizational culture and employee training&amp;nbsp;&lt;br&gt; in improving service quality and customer satisfaction. By addressing these areas, public&amp;nbsp;&lt;br&gt; organizations could better meet the needs of their communities, fostering greater trust and&amp;nbsp;&lt;br&gt; satisfaction among their customers.&lt;/p&gt;</dct:description>
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