Effect Of Service Delivery On Customer Satisfaction In Ambo Town: Evidence From Ethiopian Electric Utility Ambo District, Ethiopia

Abstract

Service quality can be understood as a comprehensive assessment of the customer’s perception of a particular service and the extent to which this is all that service meets expectations and brings satisfaction to the customer row. Customer satisfaction is generally defined as a feeling or judgment by customers towards products or services they have used them. Thus, the study was undertaken with the main objectives: To examine the relationship of Service delivery variables in Ethiopian Electric Utility at study area. To identify the determinants of service delivery in EEU at study area and to explore the main challenges facing to EU (Electric Utility) in Ambo town. The population of this study was 580customers of this study were to assess the effect of service delivery on customer satisfaction towards of the organization who utilized in Ambo town. A total of 123 sample sizes were selected from customers of the Ethiopian Electric Utility from Ambo town by using simple random sampling in this study, both primary and secondary sources of data were used. The study used questionnaires and interviews as primary sources of data and journals, books, internet sources, and other references were used as secondary sources of data. Data was analyzed using descriptive statistics such as frequency, percentage, tables and inferential statistics such as correlations and regression analysis using SPSS version 25 were used to investigate the relationship between dependent and independent variables. The findings of this study indicated that customers were less satisfied with visually attractiveness of facilities, greeting and Staffs are well dressed. It also indicated that customers dissatisfied on the Employees in the EEU service center have the knowledge to answer your questions in Ambo town, Finally, from the study it is recommended that Ambo town District Managers of EEU should be aware that, among the various dimensions of service quality all the service quality dimensions have significant and positively effect on the customers of EEU in Ambo town District office.