| Abstract: | The purpose of this study was to assess service delivery practice of Ethiopian Revenue and Customs
Authority, in Addis Ababa. Important facets that have expected to have positive/negative influence on
the service delivery of the authority such as equal access to service, provision of information and
consultation to customers, identification of improvement gaps, meeting customer needs and
expectations, monitoring and evaluation of services activities and proper handling of customers’
complaints has included in the study. Data for this study were collected from employees and customers
of the authority particularly those tax payers who have TIN. Data collection was made through two
methods that were service delivery survey using questionnaire and structured interview. The sample
consisted of 293 customers and 27 employees. The research design engaged for this study is more of a
quantitative research and descriptive analysis has been performed to determine level of service
delivery. The major findings of the study suggest that based on the overall population sample: both
employees and customers were not well satisfied with the provision of service delivery in the authority
and to some extent this had been affirmed during the interview session. The efforts of the authority in
creating enabling environment to have equal access to services, availing valuable and ample
information and provision of consultation to customers, the implementation of service charter, the
activities of monitoring and evaluating service activities, identification of service gaps, having open
and transparent communication with customers, the way it handle customers’ complaints was found to
be below the expectations of customers. Thus, the overall perception of customers’ regarding service
delivery practice of ERCA is said to be poor. |
