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
Views 48 Downloads 21
Tensae Adane, Department of Management, Rift Valley University, Addis Ababa, Ethiopia
Sisay Debebe, College of Business and Economics, Addis Ababa University, Addis Ababa, Ethiopia
Follow on us
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
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.
Copyright © 2020 Authors retain the copyright of this article.
This article is an open access article distributed under the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0/
) which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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.
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.
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.
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.
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.
http//www.fag.gov.etc-official website of federal General Attorney General of Ethiopia.
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.
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.
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.
Zeithaml V, Bitner M (2000) Service Marketing. New York: McGraw Hill Inc.