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The Impact of Service Quality on Customer Satisfaction: A Case Study on Nekemte Municipality, Oromia Region, Ethiopia

Author

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  • Abdissa Gemechu Gobena

    (Department of Psychology, Nekemte College of Teacher Education, Ethiopia)

Abstract

Customer satisfaction and service quality are one of the basic opportunities, which help to run, to improve business and profit of the company, and especially save the loyalty of its customers. The main objective of this study was to assess the overall level of service quality and customer satisfaction in Nekemte Municipality and to investigate the impact of service quality dimensions on customer satisfaction under the study area. A conceptual model of service quality dimensions was developed. Data for this study was collected in Nekemte Municipality, which is situated in Oromia region, Ethiopia.

Suggested Citation

  • Abdissa Gemechu Gobena, 2019. "The Impact of Service Quality on Customer Satisfaction: A Case Study on Nekemte Municipality, Oromia Region, Ethiopia," Annals of Social Sciences & Management studies, Juniper Publishers Inc., vol. 4(1), pages 14-25, August.
    • Handle: RePEc:adp:oajasm:v:4:y:2019:i:1:p:14-25
    DOI: 10.19080/ASM.2019.04.555629
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    References listed on IDEAS

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    1. Berry, Leonard L. & Zeithaml, Valarie A. & Parasuraman, A., 1985. "Quality counts in services, too," Business Horizons, Elsevier, vol. 28(3), pages 44-52.
    2. Pablo Gutiérrez Rodríguez & José Vázquez Burguete & Roger Vaughan & Jonathan Edwards, 2009. "Quality dimensions in the public sector: municipal services and citizen’s perception," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 6(1), pages 75-90, June.
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    More about this item

    Keywords

    juniper publishers; social sciences journals; social anthropology; social policy; journal of social science; social and political science journals; journal of social science; open access; juniper publishers reivew;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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