The Influence of Service Quality on Customer Satisfaction: in public service organization of Dire Dawa Administration Land Development &Management Bureau

The main objective of this study was to assess the overall level of service quality and customer satisfaction in Dire Dawa land development & management bureau. A conceptual SERVPERF model (tangibility, assurance, responsiveness, empathy & reliability) of service quality dimensions have been utilized as measurement constructs to assess the level of service quality and customer satisfaction. The study has quantitative and qualitative in its approach and the research deign used were both descriptive and explanatory type research. Both primary and secondary methods of data collection are applied. From the total population of 994 a sample of 237 respondents was selected as a sample customer of the bureau and the questionnaires were distributed to customers of the bureau during office hours of the weeks. The collected data was analyzed with the help of SPSS version 20. Descriptive and inferential statistics have been used to find mean score, frequency; and to test hypothesis and to investigate the relationship between dependent and independent variables. The findings of the study show that service quality of customer satisfaction is below average, and customers are not satisfied with the service. Based on the finding all service quality dimensions have positive and significant impact on service quality and customer satisfaction. The results of the regression analysis indicate that empathy have the largest impact on customer satisfaction accordingly the bureau needs to give more emphasis and due attention to reliability and responsiveness dimensions of service quality to improve the level of customer satisfaction The study concluded that over all service quality of the bureau is not good and customers are not satisfied with the services of the bureau employees. The researcher recommended that the bureau should work hard on empathy, responsiveness and reliability of service quality dimensions to improve its service quality and customer satisfaction.