April 18, 2025 Thesis Open Access

TAGASH SOROMO

DataCite XML Export

<?xml version='1.0' encoding='utf-8'?>
<resource xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://datacite.org/schema/kernel-4" xsi:schemaLocation="http://datacite.org/schema/kernel-4 http://schema.datacite.org/meta/kernel-4.1/metadata.xsd">
  <identifier identifierType="DOI">10.20372/nadre:6043</identifier>
  <creators>
    <creator>
      <creatorName>TAGASH SOROMO</creatorName>
      <affiliation>Jinka University</affiliation>
    </creator>
  </creators>
  <titles>
    <title>THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION:  THE CASE OF SELECTED PUBLIC SECTOR ORGANIZATIONS IN SOYAMA ZURYA WOREDA</title>
  </titles>
  <publisher>Zenodo</publisher>
  <publicationYear>2025</publicationYear>
  <subjects>
    <subject>Customer Satisfaction, Tangibility, Responsiveness, Empathy, Assurance, Reliability,  and Transparency</subject>
  </subjects>
  <dates>
    <date dateType="Issued">2025-04-18</date>
  </dates>
  <language>en</language>
  <resourceType resourceTypeGeneral="Text">Thesis</resourceType>
  <alternateIdentifiers>
    <alternateIdentifier alternateIdentifierType="url">https://nadre.ethernet.edu.et/record/6043</alternateIdentifier>
  </alternateIdentifiers>
  <relatedIdentifiers>
    <relatedIdentifier relatedIdentifierType="DOI" relationType="IsVersionOf">10.20372/nadre:6042</relatedIdentifier>
    <relatedIdentifier relatedIdentifierType="URL" relationType="IsPartOf">https://nadre.ethernet.edu.et/communities/jku</relatedIdentifier>
    <relatedIdentifier relatedIdentifierType="URL" relationType="IsPartOf">https://nadre.ethernet.edu.et/communities/nadre</relatedIdentifier>
    <relatedIdentifier relatedIdentifierType="URL" relationType="IsPartOf">https://nadre.ethernet.edu.et/communities/zenodo</relatedIdentifier>
  </relatedIdentifiers>
  <rightsList>
    <rights rightsURI="http://www.opensource.org/licenses/afl-3.0.php">Academic Free License 3.0 (AFL 3.0)</rights>
    <rights rightsURI="info:eu-repo/semantics/openAccess">Open Access</rights>
  </rightsList>
  <descriptions>
    <description descriptionType="Abstract">&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;</description>
  </descriptions>
</resource>