Assessment of Service Quality and Customer Satisfaction: A Case Study of Ethiopian customs Commission, Mekelle Branch office

Abstract

This study investigates the assessment of service quality and its impact on customer satisfaction at the Ethiopian Customs Commission, Mekelle Branch office. Using the widely recognized SERVQUAL model, the research evaluates five service quality dimensions— tangibility, reliability, responsiveness, assurance, and empathy—and their relationship to customers' satisfaction levels. Employing a quantitative descriptive research design, data were collected through structured self-administered questionnaires from 78 customers including importers, exporters, and customs agents. The analysis incorporated descriptive statistics, Pearson correlation, and multiple regression to test the hypotheses concerning the effects of service quality dimensions on customer satisfaction. Results indicate notable gaps in service quality particularly in tangibility and responsiveness, which affect overall customer satisfaction. The study highlights the necessity for the branch office to enhance physical facilities, staff competence, and customer-centric responsiveness to improve satisfaction levels. Findings contribute valuable insights for public service improvement in customs operations and provide a foundation for future research on service quality enhancement in similar public sectors. The study recommends improving physical facilities, staff competence, and responsiveness to enhance customer satisfaction, contributing insights for public service improvements in customs operations.