SERVICE DELIVERY AND CUSTOMER SATISFACTION ASSESSMENT: THE CASE OF WUKRO TOWN ADMINISTRATION OFFICE, TIGRAI

Abstract

The objective of the study is to asses the service delivery practice and customer satisfaction in Wukro town administrative office. The researcher tries to assese the service delivery system by analyzing the service dimensions such as tangibility, empathy, assurance, quality, and reliability. To this end, 80 questionnaires were distributed to the employees of Wukro town administrative office. Thereafter, the data were analyzed through descriptive analysis. The study revealed that the five SERVQUAL dimensions explained the service quality of the selected sectors. Of the five SERVQUAL dimensions, tangibles, empathy and assurance have better position of creating satisfaction on customers. Finally, the researcher recommends the following give more care to each customer, provide service as promised, understand the current customer complaints about the current service and rectify the problem, update the service provision with technology support.