April 18, 2025 Thesis Open Access

TAGASH SOROMO

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    <subfield code="a">Customer Satisfaction, Tangibility, Responsiveness, Empathy, Assurance, Reliability,  and Transparency</subfield>
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    <subfield code="a">THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION:  THE CASE OF SELECTED PUBLIC SECTOR ORGANIZATIONS IN SOYAMA ZURYA WOREDA</subfield>
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    <subfield code="a">&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;</subfield>
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