Thesis (M.A.) from the year 2020 in the subject Business economics - Customer Relationship Management, CRM, , language: English, abstract: This study is about "Customer Satisfaction and Service Delivery: The Case of Addis Ababa City Administration Land Development and Management Office". The main objective of the research is to measure and address customer satisfaction in the service delivery of the Addis Ababa development and management office. It tries to see the quality of service delivery and the level of customer satisfaction in the land development and management office of Addis Ababa. It tries to see the quality of service using the SERVQUAL service quality measurement model. In the study, descriptive and explanatory types of research method were employed. Then, both probability (simple random sampling) and non-probability (purposive) sampling were used. Therefore, a total of 324 respondents were selected from customers of Addis Ababa land development and management office in the selected five sub-cities to respond through a questionnaire and ten respondents were selected from an employee of the selected sub-cities to respond to an interview. The collected data were analyzed using SPSS and the interpreted data were presented in tables, charts, graphs, and pictures.

Master's Thesis from the year 2020 in the subject Organisation and administration - Public administration, grade: 4/4, Ethiopian Civil Service University (Leadership and Good Governance), course: Thesis, language: English, abstract: The general objective of this study is mainly to examine the effect of e-government based service delivery on customers’ satisfaction in the case of Addis Ababa city Administration vital events registration agency. It answers the following questions: What is the level of quality of e-government based services delivery in AAVERA? Do E-Government factors affect customers’ perception of service quality in Addis Ababa Vital Events Registration Agency? Is the perceived service delivery a significant predictor of customers’/citizens’ satisfaction? What challenges and additional measures can be taken to improve the E-Government service delivery in Addis Ababa vital events registration agency? The emergence of electronic government both in practice and in concept has been one of the important developments in public administration in the past ten years. It seems to be the next generation of the development in the public sectors. To greater extent governments around the world are introducing e-government as a means of reducing costs, improving services for citizens and increasing effectiveness and efficiency at national, regional and local levels of the public sector. This research mainly examined the effect of e-government based service delivery on customers’ satisfaction in Addis Ababa Vital Events Registration Agency by using TAM and SERVQUAL Models. Convergent parallel mixed research design was adopted to guide the study with both quantitative and qualitative data. Quantitative data was analyzed by using Standardized multiple regressions Model (ANOVA and correlation coefficient) and Binary Logistic regression model was used to test the hypotheses. Qualitative data were analyzed using five steps (Compiling, disassembling, reassembling, interpreting and concluding) of data. All data were gained from questionnaire, key informants interview, focus group discussion and secondary data to achieve its objective.

Research Paper (postgraduate) from the year 2020 in the subject Organisation and administration - Public administration, , language: English, abstract: The main objective of the study was to analyze the quality of public service delivery and to examine the level of customer’s satisfaction in Burayu Town Municipality, Oromia Region. The study was conducted to identify the level of service quality and customers’ satisfaction at the municipality. The total of 412 customers who were the service users of the municipality were selected as a sample size by using Yamane Taro’s sample selection formula as a study subjects. The study used convenience sampling method for sample selection of respondents’ and purposive sampling for interview of Public Service Manager. Open-ended questionnaires, closed ended questionnaires and interview were employed for data collection. Regarding research methodology; the researcher employed explanatory research method with both qualitative and quantitative data type. The analysis conducted using Microsoft Office Excel 2007 and presented by using tables, graphs, frequency distribution and percentage. From the study it was found that service quality dimensions were positively related to customer satisfaction; as service quality meets customers’ expectation it leads to customers’ satisfaction. The result indicates that the dimensions of service quality measures were not fully practised by the municipality, which results in low level of service quality and customers’ satisfaction. Municipal officials need to ensure that all tangible attributes related to employee performance create a desirable impact on customer perception of quality. This is important as customer continue to look for tangible cue as a means to reduce perceived service quality and describe their service experience in Burayu town municipality.

Master's Thesis from the year 2016 in the subject Business economics - Offline Marketing and Online Marketing, , language: English, abstract: Public services are funded by taxpayers’ money. Thus, the ultimate goal of public institutions is providing services to citizens in an effective way. This day, improved services are provided by public institutions due to the implementation of different tools such as BPR, BSC, change army, and citizens’ charter. In addition, the services provided by the institutions are causes of satisfaction and dissatisfaction to citizens. Accordingly, to improve the quality of the services provided by the institution continuous follow up and study is needed. Therefore, this study was conducted to assess the effectiveness of service delivery reform, the quest for customer satisfaction in public institutions of AMTA. Accordingly, the study has examined the status of the existing service delivery of the institutions of AMTA. Additionally, attempts have been made to investigate the factors that affect the effectiveness of service delivery of the institutions. To this purpose, data was gathered through questionnaire, interview, FGD, and review of published and unpublished documents. A total of 203 individuals were consulted from 4 institutions and 2 Kebeles i.e. 65 employees, 88 customers, 4 head of offices, 2 Kebele managers, 44 management bodies of the offices and AMTA steering committees. The study result revealed that the service delivery of the institutions is relatively effective; customers of most of the institutions have awareness about the service standards; majority of the institutions have compliant collecting and handling methods; the employees have awareness about the reform programs and service delivery; working environment of majority of the institutions is notconducive; absenteeism; lack of punctuality; and have shortage in IT materials. In order to alleviate the challenge, it is recommended that the implementation of the reform programs needs serious follow up and attention of decision makers. Additionally, to the improvement of the services, participation of the service takers must take in to account.

Public sector reform has been undertaken in different parts of the world since 1980s in the name of New Public Management and with the objective to change traditional public administration. The ultimate purpose of the reform is to improve the effectiveness, performance and quality of public services delivered to the citizenry and to enhance thecapacity to carry out core government functions. The advocates of NPM insist that the practices and principles of the private sector can be adopted by the public sector to improve the business of government. NPM has been seen as a global best practice to be adopted usually under various international pressures. Nevertheless, in reality there is no single best approach, every reform-oriented government would have to consider to what degree and how key features can be incorporated into their public management systems and contexts. Because of contextual differences, results of reform implementation varies from place to place and even from organization to organization within a country. In an attempt to improve service delivery in the public sector, the government of Ethiopia launched civil service program in 1996 and service delivery policy and implementation instruments in 2001. The overall objective of the reform is to enable public institutions toprovide their services to the public in efficient, effective, transparent and responsive manner. Based on the objectives of the policy and parameters drawn from service delivery literature, this study aims at evaluating the performance of the service delivery implementation in Addis Ababa City Government using quality, quantity, cost and time as performance indicators. A sample of three purposely selected agencies and offices which are involved in daily provision of services are the major sources of primary information of this study. 600 customers, 78 employees, 13 focus group members and managers from the respective offices provided their views and answers to the questionnaires and interviews forwarded during the data collection period. The study shows that of the three offices, RICSRS( resident identification and civil status registration service) performed better than other offices in most customer related quality dimensions and service deliver speed. Service delivery speed has been improved to the satisfaction of the service users and as the result the number of customers used the service significantly increased over the study period. On the contrary, service delivery at Land Administration Authority is rated poor in most aspects of performance parameters. The causes of poor quality include very low level of transparency, responsiveness, reliability, speed, grievance handling mechanism, employees' motivation, courtesy and other quality dimensions. The number of service users did not increase over the study period. Customers witnessed that service deliveryprocess takes long period of time contrary to the time indicated in service standards. The contacts are boring, too long and unnecessary leading to dissatisfaction. Service delivery at Revenue Agency can be viewed as moderate though it falls short in some aspects. It performed average in timeliness, process easiness, transparency, fairness, responsiveness, grievance handling and competence. It performed below average in dimensions such as consultation with customers, access to service providers, respectfulness and courtesy. The number of customers has increased manifold over thestudy period. Cost incurred per customer has shown varying trends in which highest per capita is recorded initially and the lowest in 2006. It surged in 2007 and slightly declined in 2008. Finally, service delivery improvement together with new tax laws resulted in an increase of revenue collection. The total revenue increased from 729.47 million Birr in 2001 to 2.6 billion Birr in 2006(2.6 billion Birr is about 260 million USD in the year 2006). Overall, the research shows that some progress has been made in the implementation of the reform but there are a lot to be done to achieve the goals aspired in the service delivery policy. The service delivery policy document is well written containing many important service delivery instruments that address important aspects of effective service delivery in the public sector. However, their implementation is retarded by a range of problems: Resistance to change, weak planning and evaluation, weak commitment, lack of objectiveemployee performance evaluation, and failure to fully understand reform implementation techniques compounded with low staff morale due to low salary, absence of incentives and good working environment. In all the three sectors, employees have similar complaints regarding working environment and incentives. The employees also indicated that there has not been objective employee performance evaluation that could link individual performance with pay and rewards. This has created a situation where hardworking employees are treated with non-hardworking in equal way. Cost effectiveness is also easier said than done in the new Ethiopian public service and the choice of alternative service delivery approach is not yet adopted because of ideological subscription to developmentalist state guided by revolutionary democracy.

The central focus of this work is identifying and analyzing the factors that determine the success and failures of public service delivery in relation to customer satisfaction. Currently civil service reform program is undergoing in Ethiopia. The main element of the reform program is delivering efficient and effective service to the public. In this regard there are some public institutions that are successful in satisfying their customers by implementing the reform program. On the contrary there are others still not successful. Therefore the major public service delivery factors that were suggested by different researchers and scholars are tested using case study method in this work. Two public organizations are selected i.e. one from the category of successful once and the other from those who are not successful based on the previous researches and preliminary assessments. By designing the conceptual framework, the public service delivery success factors are identified scientifically. In addition different approaches and methods of public service delivery reforms are analysed.

This book reviews contemporary research on urban infrastructure in 76 Ethiopian cities. It examines urban infrastructure issues in these cities and covers a wide range of topics from sustainability and smart cities to research methods employed by urban infrastructure investigators with regard to Ethiopian cities. Research on urban infrastructure legitimacies and modalities has established its value worldwide in recent years, though it is still fairly young in the Ethiopian context. The first chapter outlines ongoing issues of debate concerning urban infrastructures, including but not limited to discourses on sustainability, smart cities, innovative financing methods, and potential partnerships. Urban infrastructure issues in Ethiopian cities are examined in the second chapter, while the third chapter presents a review of the most relevant literature for researchers. Findings show that the citations in the research reports are mainly from the materials available over the internet, including WHO, UN-Habitat and unpublished local materials. The fourth chapter identifies patterns in the findings and recommendations of the research reports discussed. The results reveal that there is a wider gap between supply and demand with regard to urban infrastructure in Ethiopian cities, a situation that is further aggravated because of the growing urban population and already existing backlogs. The fifth chapter reviews the essential methods employed by urban infrastructure investigators in Ethiopian cities. In this regard, the cross-sectional study method with the use of survey method has been broadly adopted among investigators. Lastly, the book presents a summary and recommendations. It was observed that the urban infrastructure boom in Ethiopia is primarily concentrated in the key cities, and the current pattern of urban infrastructure provision does not incorporate the notion of sustainability. Hence, the book calls for setting the agenda of future research on urban infrastructure and services in Ethiopian cities together with the universities, private sector and government, who should ideally collaborate to produce the knowledge needed to improve quality of life, welfare, productivity, and economic growth.