College of Finance, Management and Development
Department of Development Economics and Management
Master of Art Program in Development Management
Program: MDM Regular
Year II: semester I
Course Title: Master’s Thesis
Module Code: MDM6131
Concept Note for Research Title: Evaluating Customer Satisfaction and Service Quality:
The Case of Derashe Woreda Public Service Sector
Prepared By: Taye Regassa Titya
IDNO:- ECSU2301940
Submitted to:
Octobers, 2024
Addis Ababa, Ethiopia
Concept Note of the tiitle: Evaluating Customer Satisfaction and Service
Quality: The Case of Derashe Woreda Public Service Sector
1. Introduction
Customer satisfaction has become a critical indicator of the effectiveness and efficiency of public
organizations. As these entities serve the public interest, understanding the perception of service
quality among customers is essential for improving service delivery and fostering trust in
government institutions. This thesis aims to evaluate customer satisfaction and the quality of
services provided by public organizations, exploring the key factors that influence these
dimensions.
2. Objectives
The primary objectives of this research are to:
- Assess the level of customer satisfaction in public organizations.
- Identify the factors that contribute to perceived service quality.
- Examine the relationship between customer satisfaction and service quality.
- Provide recommendations for improving service delivery in public organizations.
3. Research Questions
- What is the current level of customer satisfaction in selected public organizations?
- What are the key dimensions of service quality as perceived by customers?
- How do various factors (e.g., responsiveness, reliability, empathy) impact customer
satisfaction?
- What strategies can public organizations implement to enhance service quality and customer
satisfaction?
4. Literature Review
The literature review will cover the following areas:
- Theoretical frameworks on customer satisfaction and service quality (e.g., SERVQUAL
model).
- Previous studies on customer satisfaction in public versus private organizations.
- Best practices and case studies highlighting successful customer service initiatives in public
organizations.
- Challenges faced by public organizations in meeting customer expectations.
5. Methodology
This research will adopt a mixed-methods approach, combining quantitative and qualitative data
collection techniques:
Quantitative Phase: Surveys will be administered to customers of selected public organizations to
gather data on satisfaction levels and perceptions of service quality.
Qualitative Phase: Focus group discussions and interviews with key stakeholders (e.g.,
employees, management) will be conducted to gain insights into service delivery processes and
areas for improvement.
6. Expected Outcomes
- A comprehensive understanding of customer satisfaction levels in public organizations.
- Identification of critical factors influencing service quality perceptions.
- Practical recommendations for enhancing customer service practices in public sectors.
- Contribution to the academic discourse on public administration and service quality.
7. Significance of the Study
This study will provide valuable insights for policymakers and public administrators aiming to
improve service delivery in public organizations. By addressing customer satisfaction and
service quality, the research will contribute to enhanced public trust and engagement, ultimately
leading to better governance and community well-being.
8. Timeline
The research will be conducted over a period of 12 months, including literature review, data
collection, analysis, and writing.
9. Conclusion
By evaluating customer satisfaction and quality service in public organizations, this thesis aims
to shed light on the importance of customer-centric approaches in the public sector. The findings
will serve as a foundation for future research and practice in enhancing public service delivery.
This concept note outlines a structured approach to the thesis and can be adjusted based on
specific requirements or feedback.
Research Problem Statement:
Public service organizations play a vital role in delivering essential services to citizens, yet there
is often a gap between the services provided and the expectations of customers. Despite the
increasing emphasis on accountability and transparency in public administration, many public
organizations struggle to meet customer satisfaction standards comparable to those in the private
sector. This raises important questions about the effectiveness of service delivery in these
organizations and the factors influencing customer satisfaction.
The core research problem can be articulated as follows:
What are the key determinants of customer satisfaction and perceived service quality in public
service organizations, and how can these organizations effectively address gaps between
customer expectations and actual service delivery?
This problem encompasses several critical dimensions:
1. Understanding Customer Expectations: What do customers expect from public service
organizations, and how do these expectations vary among different demographic groups?
2. Measuring Service Quality: How can the quality of services provided by public organizations
be effectively measured, and what specific attributes (e.g., reliability, responsiveness, assurance,
empathy) are most significant in shaping customer perceptions?
3. Identifying Gaps: What are the existing gaps between customer expectations and actual
service delivery in public organizations, and what factors contribute to these discrepancies?
4. Impact on Satisfaction: How do these gaps affect overall customer satisfaction, trust in public
institutions, and public engagement?
5. Strategies for Improvement: What actionable strategies can be recommended for public
service organizations to enhance service quality and, consequently, customer satisfaction?
By addressing these questions, this research aims to provide insights that can inform policy and
operational improvements in public service organizations, ultimately enhancing their
effectiveness and responsiveness to the needs of the community.
Reasons for Selecting the Thesis Title
1. Relevance to Public Administration: The title addresses a pressing concern within public
administration—how effectively public service organizations meet the needs and expectations of
the citizens they serve. As governments strive for greater transparency and accountability,
understanding customer satisfaction becomes crucial.
2. Impact on Governance: High levels of customer satisfaction can enhance trust and legitimacy
in public institutions. By evaluating service quality and satisfaction, this research can contribute
to better governance and citizen engagement, essential elements for a healthy democracy.
3. Identifying Improvement Areas: Public service organizations often face unique challenges that
differ from those in the private sector. By focusing on this topic, the research can highlight
specific areas for improvement, leading to actionable strategies that enhance service delivery.
4. Contribution to Existing Literature: While there is substantial research on customer
satisfaction in the private sector, there is a growing need for studies that specifically focus on
public organizations. This thesis will fill a gap in the literature by exploring the nuances of
service quality in the public context.
5. Practical Applications: The findings of this research can have direct implications for
policymakers and public administrators. By identifying key determinants of satisfaction and
service quality, the study can inform practices that enhance service delivery and customer
experiences in public organizations.
6. Societal Impact: Understanding customer satisfaction in public services can ultimately lead to
improved quality of life for citizens. By ensuring that public organizations meet the needs of the
community effectively, this research can contribute to broader societal benefits.
7. Diverse Perspectives: Evaluating customer satisfaction involves engaging with a diverse array
of stakeholders, including citizens, employees, and management. This multifaceted approach can
provide comprehensive insights into the dynamics of service quality in public organizations.
By focusing on this title, the thesis aims to contribute meaningful knowledge that can support the
ongoing evolution of public service delivery and enhance the relationship between government
entities and the communities they serve.
