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The Effect of Service Quality on Customer Satisfaction at Federal Attorney General of Ethiopia

Received: 20 July 2020     Accepted: 6 August 2020     Published: 25 August 2020
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Abstract

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.

Published in Journal of Investment and Management (Volume 9, Issue 3)
DOI 10.11648/j.jim.20200903.11
Page(s) 63-71
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), 2020. Published by Science Publishing Group

Keywords

Service Quality, Customer Satisfaction, Multiple Linear Regression Model, Federal Attorney General of Ethiopia

References
[1] Akroush, M. N. (2008). Exploring the mediating effect of service quality implementation on the relationship between service quality and performance in the banking industry. Jordan Global Business and Economics Review, 10 (1): 98-122.
[2] Amelework Zeleke (2016). The effect of service quality on customer satisfaction: a case study of Abay Bank Share Company. MA thesis, St. Mary’s University, Ethiopia.
[3] Dawit JB, Adem U (2018). The Effect of Perceived Service Quality on Customer Satisfaction in Private Commercial Banks of Ethiopia: The Case of Selected Private Commercial Banks at Dire Dawa Administration. Bus Eco J 9: 358. doi: 10.4172/2151-6219.1000358.
[4] Ermias Kibru (2017). Assessment of customer satisfaction with e-banking: Empirical evidence from selected commercial banks in Ethiopia, MA thesis St. Mary’s university, Addis Ababa, Ethiopia.
[5] Grover, V., Jeong, S., Kettinger, W., and Teng, J., (1995). The implementation of business process reengineering, Journal of management information systems, Vol. 12 (No. 1), PP. 109-44.
[6] http//www.fag.gov.etc-official website of federal General Attorney General of Ethiopia.
[7] Kasim Kelil (2018). The Impact of Service Quality on Customer Satisfaction: The Case of Commercial Bank of Ethiopia in Bale Robe Town. International Journal of Scientific and Research Publications; Volume 8 (6): 571-579. DOI: 10.29322/IJSRP.8.6.2018.p7872.
[8] Million Tsegaye (2017). The effects of service quality on customer satisfaction: The case of Ethiopian airlines cargo import. MA thesis, Addis Ababa University, Addis Ababa.
[9] Parasuraman, A. Valarie A. Zeithaml and Leonard L. Berry., 1985. A conceptual model of service quality and its implications for future research Journal of Marketing (49): 41-50.
[10] Zeithaml V, Bitner M (2000) Service Marketing. New York: McGraw Hill Inc.
Cite This Article
  • APA Style

    Tensae Adane, Sisay Debebe. (2020). The Effect of Service Quality on Customer Satisfaction at Federal Attorney General of Ethiopia. Journal of Investment and Management, 9(3), 63-71. https://doi.org/10.11648/j.jim.20200903.11

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    ACS Style

    Tensae Adane; Sisay Debebe. The Effect of Service Quality on Customer Satisfaction at Federal Attorney General of Ethiopia. J. Invest. Manag. 2020, 9(3), 63-71. doi: 10.11648/j.jim.20200903.11

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    AMA Style

    Tensae Adane, Sisay Debebe. The Effect of Service Quality on Customer Satisfaction at Federal Attorney General of Ethiopia. J Invest Manag. 2020;9(3):63-71. doi: 10.11648/j.jim.20200903.11

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  • @article{10.11648/j.jim.20200903.11,
      author = {Tensae Adane and Sisay Debebe},
      title = {The Effect of Service Quality on Customer Satisfaction at Federal Attorney General of Ethiopia},
      journal = {Journal of Investment and Management},
      volume = {9},
      number = {3},
      pages = {63-71},
      doi = {10.11648/j.jim.20200903.11},
      url = {https://doi.org/10.11648/j.jim.20200903.11},
      eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.jim.20200903.11},
      abstract = {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.},
     year = {2020}
    }
    

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  • TY  - JOUR
    T1  - The Effect of Service Quality on Customer Satisfaction at Federal Attorney General of Ethiopia
    AU  - Tensae Adane
    AU  - Sisay Debebe
    Y1  - 2020/08/25
    PY  - 2020
    N1  - https://doi.org/10.11648/j.jim.20200903.11
    DO  - 10.11648/j.jim.20200903.11
    T2  - Journal of Investment and Management
    JF  - Journal of Investment and Management
    JO  - Journal of Investment and Management
    SP  - 63
    EP  - 71
    PB  - Science Publishing Group
    SN  - 2328-7721
    UR  - https://doi.org/10.11648/j.jim.20200903.11
    AB  - 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.
    VL  - 9
    IS  - 3
    ER  - 

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Author Information
  • Department of Management, Rift Valley University, Addis Ababa, Ethiopia

  • College of Business and Economics, Addis Ababa University, Addis Ababa, Ethiopia

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