ASSESSMENT OF THE RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION: THE CASE OF ADDIS ABABA CITY ADMINISTRATION DRIVER AND VEHICLE LICENCING AND CONTROL AUTHORITY, AKAKI KALITY BRANCH OFFICE

Abstract

The main objective of this study was to assess the relation between service quality and customer satisfaction in AACADVLCA, Akaki Kality branch office. A conceptual model of service quality dimensions was developed and hypothesized. The major tools used for data collection is, questionnaires for AACADVLCA Akaki Kality branch office. 300 respondents were taken as a sample from 1500 customers. The hypotheses were tested with the data collected through structured questionnaires from AACADVLCA, Akaki Kality branch office. The collected data was analyzed using both descriptive and inferential statistical analyses techniques. The findings of the study show that service quality of Akaki Kality branch office is below average and customers are not satisfied with the service. Based on the finding service quality has significant impact on customer satisfaction. The study provides the empirical application so that this study contributes Akaki Kality branch office to improve its service quality which leads to customer satisfaction. The study concluded that overall service quality of Akaki Kality branch office is not good and customers are not satisfied with the services of Akaki Kality branch office. The researcher recommended that Akaki Kality branch office should work hard on all these service quality dimensions to improve its customer satisfaction.