The Impact of Quality Public Service Delivery on Customer Satisfaction: In Case of Nekemte Town Police Administration, Nekemte, Oromia, Ethiopia

Bulcha Assefa; Habtamu Etana; Mosisa Deressa

doi:doi:10.11648/j.sjbm.20241203.12

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The Impact of Quality Public Service Delivery on Customer Satisfaction: In Case of Nekemte Town Police Administration, Nekemte, Oromia, Ethiopia

Bulcha Assefa, Habtamu Etana, Mosisa Deressa^*

Published in Science Journal of Business and Management (Volume 12, Issue 3)

Received: 1 January 2024 Accepted: 16 January 2024 Published: 27 August 2024

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Abstract

This research involved 397 participants selected through stratified and simple random sampling methods. The objective was to assess the influence of service quality delivery on customer satisfaction within Nekemte Town Police Administration, utilizing the SERVQUAL model. To fulfill this goal, a quantitative research study incorporating both descriptive and causal (inferential) research designs was conducted. Questionnaires with a five-point Likert scale were employed, drawing from the annual target population of 51,480 Nekemte Town Police Administration customers. Data was gathered through personally administered questionnaires, and subsequent analysis was performed using the Statistical Package for the Social Sciences (SPSS) version 27, employing descriptive and inferential statistics. The findings indicated minimal customer satisfaction, making it challenging to precisely determine customers' expectations and perceptions regarding service quality dimensions. Notably, all service quality dimensions positively influenced satisfaction levels. Specifically, responsiveness, assurance, and empathy emerged as significant contributors to customer satisfaction, while reliability and tangibility had a comparatively lesser impact. In light of these results, the researcher recommends that the Nekemte Town Police Administration implement training, corrective measures to enhance responsiveness, motivational initiatives, and the utilization of fault-free technologies to improve overall customer satisfaction.

Published in	Science Journal of Business and Management (Volume 12, Issue 3)
DOI	10.11648/j.sjbm.20241203.12
Page(s)	64-73
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2024. Published by Science Publishing Group

Keywords

Service Quality, Customer Satisfaction, SERVQAUL Model, Nekemte Town Police Administra

References

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[6]	Biruk, T. (2017). the effect of service quality on customer satisfaction: the case of ERCA, lideta sub city branch office.
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[8]	Hamad, S., & Naintara, R. (2014). the impact of service quality on customer satisfaction, customer loyalty and brand image. middle-east journal of scientific research, 19(5), 706-711.
[9]	Dabholkar, P., & Thorpe, D. (1994). Does customer satsfaction predict shopper intentions? Journal of Customer Satsfaction, Dissatisfaction and Complianing Behavior, 7, 161-171.
[10]	Cronin, J., & Taylor, S. (1992). measuring service quality. journal of marketing, 56, 55-67.
[11]	Gronroos, C. (1984). Service quality model and its marketing implications. European journal of marketing, 18, 36-44.
[12]	Ghalib, S. (2014). the impact of service quality delivery on customer satisfaction in the banking sector. international journal of business administration, 5(4), 77-84.
[13]	Giese, J., & Cote, J. (2000). Defining Consumer Satisfaction. academy of marketing science review, 1, 1-27.
[14]	Ladhari, R. (2009). A review of twenty years of SERVQUAL research. international journal of quality and service science, 1(2), 172-198.

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APA Style

Assefa, B., Etana, H., Deressa, M. (2024). The Impact of Quality Public Service Delivery on Customer Satisfaction: In Case of Nekemte Town Police Administration, Nekemte, Oromia, Ethiopia. Science Journal of Business and Management, 12(3), 64-73. https://doi.org/10.11648/j.sjbm.20241203.12

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ACS Style

Assefa, B.; Etana, H.; Deressa, M. The Impact of Quality Public Service Delivery on Customer Satisfaction: In Case of Nekemte Town Police Administration, Nekemte, Oromia, Ethiopia. Sci. J. Bus. Manag. 2024, 12(3), 64-73. doi: 10.11648/j.sjbm.20241203.12

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AMA Style

Assefa B, Etana H, Deressa M. The Impact of Quality Public Service Delivery on Customer Satisfaction: In Case of Nekemte Town Police Administration, Nekemte, Oromia, Ethiopia. Sci J Bus Manag. 2024;12(3):64-73. doi: 10.11648/j.sjbm.20241203.12

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@article{10.11648/j.sjbm.20241203.12,
  author = {Bulcha Assefa and Habtamu Etana and Mosisa Deressa},
  title = {The Impact of Quality Public Service Delivery on Customer Satisfaction: In Case of Nekemte Town Police Administration, Nekemte, Oromia, Ethiopia
},
  journal = {Science Journal of Business and Management},
  volume = {12},
  number = {3},
  pages = {64-73},
  doi = {10.11648/j.sjbm.20241203.12},
  url = {https://doi.org/10.11648/j.sjbm.20241203.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.sjbm.20241203.12},
  abstract = {This research involved 397 participants selected through stratified and simple random sampling methods. The objective was to assess the influence of service quality delivery on customer satisfaction within Nekemte Town Police Administration, utilizing the SERVQUAL model. To fulfill this goal, a quantitative research study incorporating both descriptive and causal (inferential) research designs was conducted. Questionnaires with a five-point Likert scale were employed, drawing from the annual target population of 51,480 Nekemte Town Police Administration customers. Data was gathered through personally administered questionnaires, and subsequent analysis was performed using the Statistical Package for the Social Sciences (SPSS) version 27, employing descriptive and inferential statistics. The findings indicated minimal customer satisfaction, making it challenging to precisely determine customers' expectations and perceptions regarding service quality dimensions. Notably, all service quality dimensions positively influenced satisfaction levels. Specifically, responsiveness, assurance, and empathy emerged as significant contributors to customer satisfaction, while reliability and tangibility had a comparatively lesser impact. In light of these results, the researcher recommends that the Nekemte Town Police Administration implement training, corrective measures to enhance responsiveness, motivational initiatives, and the utilization of fault-free technologies to improve overall customer satisfaction.
},
 year = {2024}
}

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TY  - JOUR
T1  - The Impact of Quality Public Service Delivery on Customer Satisfaction: In Case of Nekemte Town Police Administration, Nekemte, Oromia, Ethiopia

AU  - Bulcha Assefa
AU  - Habtamu Etana
AU  - Mosisa Deressa
Y1  - 2024/08/27
PY  - 2024
N1  - https://doi.org/10.11648/j.sjbm.20241203.12
DO  - 10.11648/j.sjbm.20241203.12
T2  - Science Journal of Business and Management
JF  - Science Journal of Business and Management
JO  - Science Journal of Business and Management
SP  - 64
EP  - 73
PB  - Science Publishing Group
SN  - 2331-0634
UR  - https://doi.org/10.11648/j.sjbm.20241203.12
AB  - This research involved 397 participants selected through stratified and simple random sampling methods. The objective was to assess the influence of service quality delivery on customer satisfaction within Nekemte Town Police Administration, utilizing the SERVQUAL model. To fulfill this goal, a quantitative research study incorporating both descriptive and causal (inferential) research designs was conducted. Questionnaires with a five-point Likert scale were employed, drawing from the annual target population of 51,480 Nekemte Town Police Administration customers. Data was gathered through personally administered questionnaires, and subsequent analysis was performed using the Statistical Package for the Social Sciences (SPSS) version 27, employing descriptive and inferential statistics. The findings indicated minimal customer satisfaction, making it challenging to precisely determine customers' expectations and perceptions regarding service quality dimensions. Notably, all service quality dimensions positively influenced satisfaction levels. Specifically, responsiveness, assurance, and empathy emerged as significant contributors to customer satisfaction, while reliability and tangibility had a comparatively lesser impact. In light of these results, the researcher recommends that the Nekemte Town Police Administration implement training, corrective measures to enhance responsiveness, motivational initiatives, and the utilization of fault-free technologies to improve overall customer satisfaction.

VL  - 12
IS  - 3
ER  -

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Author Information

Bulcha Assefa

Department of Business Administration, Great Land College, Nekemte, Ethiopia

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Habtamu Etana

Department of Business Administration, Great Land College, Nekemte, Ethiopia

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Mosisa Deressa

Department of Business Administration, Great Land College, Nekemte, Ethiopia

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Plain Text BibTeX RIS

APA Style

Assefa, B., Etana, H., Deressa, M. (2024). The Impact of Quality Public Service Delivery on Customer Satisfaction: In Case of Nekemte Town Police Administration, Nekemte, Oromia, Ethiopia. Science Journal of Business and Management, 12(3), 64-73. https://doi.org/10.11648/j.sjbm.20241203.12

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ACS Style

Assefa, B.; Etana, H.; Deressa, M. The Impact of Quality Public Service Delivery on Customer Satisfaction: In Case of Nekemte Town Police Administration, Nekemte, Oromia, Ethiopia. Sci. J. Bus. Manag. 2024, 12(3), 64-73. doi: 10.11648/j.sjbm.20241203.12

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AMA Style

Assefa B, Etana H, Deressa M. The Impact of Quality Public Service Delivery on Customer Satisfaction: In Case of Nekemte Town Police Administration, Nekemte, Oromia, Ethiopia. Sci J Bus Manag. 2024;12(3):64-73. doi: 10.11648/j.sjbm.20241203.12

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@article{10.11648/j.sjbm.20241203.12,
  author = {Bulcha Assefa and Habtamu Etana and Mosisa Deressa},
  title = {The Impact of Quality Public Service Delivery on Customer Satisfaction: In Case of Nekemte Town Police Administration, Nekemte, Oromia, Ethiopia
},
  journal = {Science Journal of Business and Management},
  volume = {12},
  number = {3},
  pages = {64-73},
  doi = {10.11648/j.sjbm.20241203.12},
  url = {https://doi.org/10.11648/j.sjbm.20241203.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.sjbm.20241203.12},
  abstract = {This research involved 397 participants selected through stratified and simple random sampling methods. The objective was to assess the influence of service quality delivery on customer satisfaction within Nekemte Town Police Administration, utilizing the SERVQUAL model. To fulfill this goal, a quantitative research study incorporating both descriptive and causal (inferential) research designs was conducted. Questionnaires with a five-point Likert scale were employed, drawing from the annual target population of 51,480 Nekemte Town Police Administration customers. Data was gathered through personally administered questionnaires, and subsequent analysis was performed using the Statistical Package for the Social Sciences (SPSS) version 27, employing descriptive and inferential statistics. The findings indicated minimal customer satisfaction, making it challenging to precisely determine customers' expectations and perceptions regarding service quality dimensions. Notably, all service quality dimensions positively influenced satisfaction levels. Specifically, responsiveness, assurance, and empathy emerged as significant contributors to customer satisfaction, while reliability and tangibility had a comparatively lesser impact. In light of these results, the researcher recommends that the Nekemte Town Police Administration implement training, corrective measures to enhance responsiveness, motivational initiatives, and the utilization of fault-free technologies to improve overall customer satisfaction.
},
 year = {2024}
}

Copy | Download

TY  - JOUR
T1  - The Impact of Quality Public Service Delivery on Customer Satisfaction: In Case of Nekemte Town Police Administration, Nekemte, Oromia, Ethiopia

AU  - Bulcha Assefa
AU  - Habtamu Etana
AU  - Mosisa Deressa
Y1  - 2024/08/27
PY  - 2024
N1  - https://doi.org/10.11648/j.sjbm.20241203.12
DO  - 10.11648/j.sjbm.20241203.12
T2  - Science Journal of Business and Management
JF  - Science Journal of Business and Management
JO  - Science Journal of Business and Management
SP  - 64
EP  - 73
PB  - Science Publishing Group
SN  - 2331-0634
UR  - https://doi.org/10.11648/j.sjbm.20241203.12
AB  - This research involved 397 participants selected through stratified and simple random sampling methods. The objective was to assess the influence of service quality delivery on customer satisfaction within Nekemte Town Police Administration, utilizing the SERVQUAL model. To fulfill this goal, a quantitative research study incorporating both descriptive and causal (inferential) research designs was conducted. Questionnaires with a five-point Likert scale were employed, drawing from the annual target population of 51,480 Nekemte Town Police Administration customers. Data was gathered through personally administered questionnaires, and subsequent analysis was performed using the Statistical Package for the Social Sciences (SPSS) version 27, employing descriptive and inferential statistics. The findings indicated minimal customer satisfaction, making it challenging to precisely determine customers' expectations and perceptions regarding service quality dimensions. Notably, all service quality dimensions positively influenced satisfaction levels. Specifically, responsiveness, assurance, and empathy emerged as significant contributors to customer satisfaction, while reliability and tangibility had a comparatively lesser impact. In light of these results, the researcher recommends that the Nekemte Town Police Administration implement training, corrective measures to enhance responsiveness, motivational initiatives, and the utilization of fault-free technologies to improve overall customer satisfaction.

VL  - 12
IS  - 3
ER  -

Copy | Download