April 18, 2025 Thesis Open Access

TAGASH SOROMO

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{
  "inLanguage": {
    "alternateName": "eng", 
    "@type": "Language", 
    "name": "English"
  }, 
  "description": "<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>", 
  "license": "http://www.opensource.org/licenses/afl-3.0.php", 
  "creator": [
    {
      "affiliation": "Jinka University", 
      "@type": "Person", 
      "name": "TAGASH SOROMO"
    }
  ], 
  "headline": "THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION:  THE CASE OF SELECTED PUBLIC SECTOR ORGANIZATIONS IN SOYAMA ZURYA WOREDA", 
  "image": "https://zenodo.org/static/img/logos/zenodo-gradient-round.svg", 
  "datePublished": "2025-04-18", 
  "url": "https://nadre.ethernet.edu.et/record/6043", 
  "keywords": [
    "Customer Satisfaction, Tangibility, Responsiveness, Empathy, Assurance, Reliability,  and Transparency"
  ], 
  "@context": "https://schema.org/", 
  "identifier": "https://doi.org/10.20372/nadre:6043", 
  "@id": "https://doi.org/10.20372/nadre:6043", 
  "@type": "ScholarlyArticle", 
  "name": "THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION:  THE CASE OF SELECTED PUBLIC SECTOR ORGANIZATIONS IN SOYAMA ZURYA WOREDA"
}