Assessment of Quality of Taxpayer Service in Western Addis Ababa Branch

This work deals with service quality and the methods for its improvements tovreach the so called service excellence. Service quality is one of the critical concept that influence the competitiveness of an organization. Users of public service usually have little or no chance to go elsewhere for services. Organizations that provide public service need to take additional steps to insure that service are of high quality. SERVQUAL as an effective approach to measure the quality of provided services and analysis the gaps between customer expectations and perceptions of the service giving organizations. This research has also been assessed important service quality gaps associated taxpayers in Ethiopian Revenue collection service giving public organizations especially Western branch of ERCA. The Finding based on data collected and analyzed showed that the overall service quality perceived by taxpayers was not satisfactory meaning all the five dimensions of service quality showed higher expectations than perceptions of service delivered by the branch studied. Finding suggested that the branch office need to improve all the dimensions of service quality.