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The Effect of Service Quality on Customer Satisfaction at Federal Attorney General of Ethiopia
Journal of Investment and Management
Volume 9, Issue 3, September 2020, Pages: 63-71
Received: Jul. 20, 2020; Accepted: Aug. 6, 2020; Published: Aug. 25, 2020
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Tensae Adane, Department of Management, Rift Valley University, Addis Ababa, Ethiopia
Sisay Debebe, College of Business and Economics, Addis Ababa University, Addis Ababa, Ethiopia
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Enhancement of service delivery quality is crucial for any organization not only to realize the vision and mission but also to remain competitors in any business. To this end, this study aims to assess the effect of service quality on customer satisfaction at the federal attorney general of Ethiopia. In order to achieve this goal, a total of 110 representative customers selected based on a multi-stage sampling procedure. Descriptive statistics, Pearson correlation, and multiple regression model techniques were applied to analyze the collected primary data using a structured questionnaire. The finding shows that all five service quality dimensions (empathy, assurance, reliability, responsiveness, and tangibility) are highly correlated with customer satisfaction. The result of the model shows that frequency of service delivery, empathy, tangibility, and assurance services have a positive and statistically significant effect on the enhancement of service quality delivery and hence lead to attainments of overall customer satisfaction. Based on the findings of the study, the researcher recommended the attorneys to provide special attention for enhancing empathy, tangibility, and assurance services through designing practical enhancement short and long term plans.
Service Quality, Customer Satisfaction, Multiple Linear Regression Model, Federal Attorney General of Ethiopia
To cite this article
Tensae Adane, Sisay Debebe, The Effect of Service Quality on Customer Satisfaction at Federal Attorney General of Ethiopia, Journal of Investment and Management. Vol. 9, No. 3, 2020, pp. 63-71. doi: 10.11648/j.jim.20200903.11
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This article is an open access article distributed under the Creative Commons Attribution License ( which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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