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 |
Service Quality, Customer Satisfaction, Multiple Linear Regression Model, Federal Attorney General of Ethiopia
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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
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
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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Download@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}
}
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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