Causes Of Maladministration And Its Effects On Service Delivery In Ambo Bus Station, West Shewa, Oromia, Ethiopia

Abstract

The main objective of the study was to examine the causes of maladministration and its impacts on service delivery at Ambo bus station. To accomplish this, the study employed both qualitative and quantitative research approaches which involve descriptive research design. Essential data for the study were gathered from both primary and secondary sources. Tools such as key informant interview, questionnaire, focus group discussions and non-participatory observations were used for collecting data based on the objectives of the study. Accordingly, Ambo bus station was selected through availability sampling. Totally, 399 respondents were engaged as respondents. Then the data obtained from sources were organized and analyzed descriptively. The study identified the main causes of maladministration lack poor management system, corruption of all forms, illegal establishment of basharis, weak relationship among stakeholders, inefficient communication, limited staff capacity, lack of accountability and transparency, disorder and disrespect for the rules and regulations of the bus station and the like that contributing for the less satisfaction of passengers, disagreement and conflict between drivers and passengers, drivers and workers of the bus station, disruption and delays of transportation and high cost of transportation. The researcher has also forwarded possible ways to improve service delivery in transportation by emphasizing on ensuring accountability and enhancing transparency, increasing efficiency of management, providing necessary resource and improving staff capability via training