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 To this purpose, data was gathered through questionnaire, interview, FGD, and review of published and unpublished documents.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.

Urbanisation in Bahir Dar, Ethiopia, poses challenges to urban living conditions. Despite large scale housing programmes from the side of the government, construction and settling processes have largely remained incremental. Nadine Appelhans focuses on the relation between statutory planning and practices of everyday urbanisation. The findings from Bahir Dar suggest that some mundane regimes of building the city are patronised, while others are considered undesired by policy makers. Based on this insight, the author argues that urban development in Bahir Dar needs to be locally grounded, differentiated and inclusive to avoid further tendencies of segregation.

First Published in 2009. Routledge is an imprint of Taylor & Francis, an informa company.

Each year, almost 11 million children under five years of age die from largely preventable causes, whilst about half a million women die in pregnancy, childbirth or soon after. This year's report focuses on maternal, newborn and child health issues as an integral part of progress towards achieving the Millennium Development Goals targets and promoting poverty reduction. It identifies exclusion as a key feature of inequity as well as a barrier to progress, and sets out strategies required to ensure universal access to health care and social health insurance systems for every mother and child, through a continuum that extends from pregnancy through childbirth, the neonatal period and childhood.

Research Paper (undergraduate) from the year 2010 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1,0, RWTH Aachen University (Lehrstuhl Wirtschaftswissenschaften für Ingenieure und Naturwissenschaftler ), language: English, abstract: Only those companies that fully satisfy their customers will be able to maintain a top market position in the long run. Despite the fact that this rule has been known for a very long time, it has drastically gained in importance in the last years. The reasons are multifarious, but three main aspects can be named: the upswing of customer needs, exacerbating competition, and more complex market conditions. Rising customer demands can best be explained by a growing range of products competing against each other. In times of fierce competition, companies must deliver optimal products for the purpose of maintaining their competitiveness and strengthening their market positions. To ensure maximum customer loyalty, it is essential to know the status quo regarding the so called customer satisfaction and how consumer needs developed over time. This thesis presents the current state of research in the field of customer satisfaction measurement. In its macro-structure it can be divided into a theoretical and an empirical part. In the first one, the main measurement and calculation methods are described and discussed with focus on their capability to provide valid and reliable results concerning customer satisfaction. Chapter 2 sets the thematic framework by examining different conceptions of the formation of customer satisfaction. On this basis, a coarse presentation and categorization of prevalent measurement approaches is given. Not all of those approaches are up to today’s standard of providing valid and reliable measures. Hence, in Chapter 3, only the promising subset of those approaches is further analyzed. Those methods are critically analyzed and assessed with the help of the existing literature. Building on this, a holistic customer satisfaction measurement system is introduced. Subsequently, Chapter 4 addresses the issue of comparability of different customer satisfaction measures and represents the transition from the theoretical to a praxis-based empirical part. Chapter 4.1 focuses on challenges for obtaining comparable data in international measurements. A closer look is taken at the different national CSI models as well as a recently established uniform European approach. Furthermore, study results of individual countries and industries are examined for their similarities and differences. The thesis concludes with a summary of the most important findings and provides an outlook on future developments in the field of customer satisfaction research.

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.

A Brief History of Entrepreneurship charts how the pursuit of profit by private individuals has been a prime mover in revolutionizing civilization. Entrepreneurs often butt up against processes, technologies, social conventions, and even laws. So they circumvent, innovate, and violate to obtain what they want. This creative destruction has brought about overland and overseas trade, colonization, and a host of revolutionary technologies—from caffeinated beverages to the personal computer—that have transformed society. Consulting rich archival sources, including some that have never before been translated, Carlen maps the course of human history through nine episodes when entrepreneurship reshaped our world. Highlighting the most colorful characters of each era, he discusses Mesopotamian merchants' creation of the urban market economy; Phoenician merchant-sailors intercontinental trade, which came to connect Africa, Asia, and Europe; Chinese tea traders' invention of paper money; the colonization of the Americas; and the current "flattening" of the world's economic playing field. Yet the pursuit of profit hasn't always moved us forward. From slavery to organized crime, Carlen explores how entrepreneurship can sometimes work at the expense of others. He also discusses the new entrepreneurs who, through the nascent space tourism industry, are leading humanity to a multiplanetary future. By exploring all sides of this legacy, Carlen brings much-needed detail to the role of entrepreneurship in revolutionizing civilization.