Assessing the effectiveness of service delivery reform. The quest for customer satisfaction in public institutions of Arba Minch town

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 To this purpose data was gathered through questionnaire interview FGD and review of published and unpublished documents.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