Assessing The Effectiveness Of Service Delivery Reform The Quest For Customer Satisfaction In Public Institutions Of Arba Minch Town

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Assessing the effectiveness of service delivery reform. The quest for customer satisfaction in public institutions of Arba Minch town

Author : Meseret Ayenew
Publisher : GRIN Verlag
ISBN 13 : 3668402175
Total Pages : 129 pages
Book Rating : 4.6/5 (684 download)

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Book Synopsis Assessing the effectiveness of service delivery reform. The quest for customer satisfaction in public institutions of Arba Minch town by : Meseret Ayenew

Download or read book Assessing the effectiveness of service delivery reform. The quest for customer satisfaction in public institutions of Arba Minch town written by Meseret Ayenew and published by GRIN Verlag. This book was released on 2017-02-23 with total page 129 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2016 in the subject Business economics - Offline Marketing and Online Marketing, , language: English, abstract: Public services are funded by taxpayers’ money. Thus, the ultimate goal of public institutions is providing services to citizens in an effective way. This day, improved services are provided by public institutions due to the implementation of different tools such as BPR, BSC, change army, and citizens’ charter. In addition, the services provided by the institutions are causes of satisfaction and dissatisfaction to citizens. Accordingly, to improve the quality of the services provided by the institution continuous follow up and study is needed. Therefore, this study was conducted to assess the effectiveness of service delivery reform, the quest for customer satisfaction in public institutions of AMTA. Accordingly, the study has examined the status of the existing service delivery of the institutions of AMTA. Additionally, attempts have been made to investigate the factors that affect the effectiveness of service delivery of the institutions. To this purpose, data was gathered through questionnaire, interview, FGD, and review of published and unpublished documents. A total of 203 individuals were consulted from 4 institutions and 2 Kebeles i.e. 65 employees, 88 customers, 4 head of offices, 2 Kebele managers, 44 management bodies of the offices and AMTA steering committees. The study result revealed that the service delivery of the institutions is relatively effective; customers of most of the institutions have awareness about the service standards; majority of the institutions have compliant collecting and handling methods; the employees have awareness about the reform programs and service delivery; working environment of majority of the institutions is notconducive; absenteeism; lack of punctuality; and have shortage in IT materials. In order to alleviate the challenge, it is recommended that the implementation of the reform programs needs serious follow up and attention of decision makers. Additionally, to the improvement of the services, participation of the service takers must take in to account.

Urban Planning and Everyday Urbanisation

Author : Nadine Appelhans
Publisher : transcript Verlag
ISBN 13 : 3839437156
Total Pages : 235 pages
Book Rating : 4.8/5 (394 download)

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Book Synopsis Urban Planning and Everyday Urbanisation by : Nadine Appelhans

Download or read book Urban Planning and Everyday Urbanisation written by Nadine Appelhans and published by transcript Verlag. This book was released on 2016-12-31 with total page 235 pages. Available in PDF, EPUB and Kindle. Book excerpt: Urbanisation in Bahir Dar, Ethiopia, poses challenges to urban living conditions. Despite large scale housing programmes from the side of the government, construction and settling processes have largely remained incremental. Nadine Appelhans focuses on the relation between statutory planning and practices of everyday urbanisation. The findings from Bahir Dar suggest that some mundane regimes of building the city are patronised, while others are considered undesired by policy makers. Based on this insight, the author argues that urban development in Bahir Dar needs to be locally grounded, differentiated and inclusive to avoid further tendencies of segregation.

Tourism and Poverty Reduction

Author : Jonathan Mitchell
Publisher : Earthscan
ISBN 13 : 1844078884
Total Pages : 173 pages
Book Rating : 4.8/5 (44 download)

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Book Synopsis Tourism and Poverty Reduction by : Jonathan Mitchell

Download or read book Tourism and Poverty Reduction written by Jonathan Mitchell and published by Earthscan. This book was released on 2010 with total page 173 pages. Available in PDF, EPUB and Kindle. Book excerpt: First Published in 2009. Routledge is an imprint of Taylor & Francis, an informa company.

The World Health Report 2005

Author : World Health Organization
Publisher : World Health Organization
ISBN 13 : 9241562900
Total Pages : 252 pages
Book Rating : 4.2/5 (415 download)

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Book Synopsis The World Health Report 2005 by : World Health Organization

Download or read book The World Health Report 2005 written by World Health Organization and published by World Health Organization. This book was released on 2005-03-23 with total page 252 pages. Available in PDF, EPUB and Kindle. Book excerpt: Each year, almost 11 million children under five years of age die from largely preventable causes, whilst about half a million women die in pregnancy, childbirth or soon after. This year's report focuses on maternal, newborn and child health issues as an integral part of progress towards achieving the Millennium Development Goals targets and promoting poverty reduction. It identifies exclusion as a key feature of inequity as well as a barrier to progress, and sets out strategies required to ensure universal access to health care and social health insurance systems for every mother and child, through a continuum that extends from pregnancy through childbirth, the neonatal period and childhood.

The Measurement of Customer Satisfaction

Author : David Willemsen
Publisher : GRIN Verlag
ISBN 13 : 3640834283
Total Pages : 78 pages
Book Rating : 4.6/5 (48 download)

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Book Synopsis The Measurement of Customer Satisfaction by : David Willemsen

Download or read book The Measurement of Customer Satisfaction written by David Willemsen and published by GRIN Verlag. This book was released on 2011-02-17 with total page 78 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research Paper (undergraduate) from the year 2010 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1,0, RWTH Aachen University (Lehrstuhl Wirtschaftswissenschaften für Ingenieure und Naturwissenschaftler ), language: English, abstract: Only those companies that fully satisfy their customers will be able to maintain a top market position in the long run. Despite the fact that this rule has been known for a very long time, it has drastically gained in importance in the last years. The reasons are multifarious, but three main aspects can be named: the upswing of customer needs, exacerbating competition, and more complex market conditions. Rising customer demands can best be explained by a growing range of products competing against each other. In times of fierce competition, companies must deliver optimal products for the purpose of maintaining their competitiveness and strengthening their market positions. To ensure maximum customer loyalty, it is essential to know the status quo regarding the so called customer satisfaction and how consumer needs developed over time. This thesis presents the current state of research in the field of customer satisfaction measurement. In its macro-structure it can be divided into a theoretical and an empirical part. In the first one, the main measurement and calculation methods are described and discussed with focus on their capability to provide valid and reliable results concerning customer satisfaction. Chapter 2 sets the thematic framework by examining different conceptions of the formation of customer satisfaction. On this basis, a coarse presentation and categorization of prevalent measurement approaches is given. Not all of those approaches are up to today’s standard of providing valid and reliable measures. Hence, in Chapter 3, only the promising subset of those approaches is further analyzed. Those methods are critically analyzed and assessed with the help of the existing literature. Building on this, a holistic customer satisfaction measurement system is introduced. Subsequently, Chapter 4 addresses the issue of comparability of different customer satisfaction measures and represents the transition from the theoretical to a praxis-based empirical part. Chapter 4.1 focuses on challenges for obtaining comparable data in international measurements. A closer look is taken at the different national CSI models as well as a recently established uniform European approach. Furthermore, study results of individual countries and industries are examined for their similarities and differences. The thesis concludes with a summary of the most important findings and provides an outlook on future developments in the field of customer satisfaction research.

Effect of E-Government Based Service Delivery on Customers’ Satisfaction

Author : Ashenafi Tola
Publisher : GRIN Verlag
ISBN 13 : 3346235254
Total Pages : 113 pages
Book Rating : 4.3/5 (462 download)

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Book Synopsis Effect of E-Government Based Service Delivery on Customers’ Satisfaction by : Ashenafi Tola

Download or read book Effect of E-Government Based Service Delivery on Customers’ Satisfaction written by Ashenafi Tola and published by GRIN Verlag. This book was released on 2020-08-27 with total page 113 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2020 in the subject Organisation and administration - Public administration, grade: 4/4, Ethiopian Civil Service University (Leadership and Good Governance), course: Thesis, language: English, abstract: The general objective of this study is mainly to examine the effect of e-government based service delivery on customers’ satisfaction in the case of Addis Ababa city Administration vital events registration agency. It answers the following questions: What is the level of quality of e-government based services delivery in AAVERA? Do E-Government factors affect customers’ perception of service quality in Addis Ababa Vital Events Registration Agency? Is the perceived service delivery a significant predictor of customers’/citizens’ satisfaction? What challenges and additional measures can be taken to improve the E-Government service delivery in Addis Ababa vital events registration agency? The emergence of electronic government both in practice and in concept has been one of the important developments in public administration in the past ten years. It seems to be the next generation of the development in the public sectors. To greater extent governments around the world are introducing e-government as a means of reducing costs, improving services for citizens and increasing effectiveness and efficiency at national, regional and local levels of the public sector. This research mainly examined the effect of e-government based service delivery on customers’ satisfaction in Addis Ababa Vital Events Registration Agency by using TAM and SERVQUAL Models. Convergent parallel mixed research design was adopted to guide the study with both quantitative and qualitative data. Quantitative data was analyzed by using Standardized multiple regressions Model (ANOVA and correlation coefficient) and Binary Logistic regression model was used to test the hypotheses. Qualitative data were analyzed using five steps (Compiling, disassembling, reassembling, interpreting and concluding) of data. All data were gained from questionnaire, key informants interview, focus group discussion and secondary data to achieve its objective.

A Brief History of Entrepreneurship

Author : Joe Carlen
Publisher : Columbia University Press
ISBN 13 : 023154281X
Total Pages : 252 pages
Book Rating : 4.2/5 (315 download)

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Book Synopsis A Brief History of Entrepreneurship by : Joe Carlen

Download or read book A Brief History of Entrepreneurship written by Joe Carlen and published by Columbia University Press. This book was released on 2016-10-11 with total page 252 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Brief History of Entrepreneurship charts how the pursuit of profit by private individuals has been a prime mover in revolutionizing civilization. Entrepreneurs often butt up against processes, technologies, social conventions, and even laws. So they circumvent, innovate, and violate to obtain what they want. This creative destruction has brought about overland and overseas trade, colonization, and a host of revolutionary technologies—from caffeinated beverages to the personal computer—that have transformed society. Consulting rich archival sources, including some that have never before been translated, Carlen maps the course of human history through nine episodes when entrepreneurship reshaped our world. Highlighting the most colorful characters of each era, he discusses Mesopotamian merchants' creation of the urban market economy; Phoenician merchant-sailors intercontinental trade, which came to connect Africa, Asia, and Europe; Chinese tea traders' invention of paper money; the colonization of the Americas; and the current "flattening" of the world's economic playing field. Yet the pursuit of profit hasn't always moved us forward. From slavery to organized crime, Carlen explores how entrepreneurship can sometimes work at the expense of others. He also discusses the new entrepreneurs who, through the nascent space tourism industry, are leading humanity to a multiplanetary future. By exploring all sides of this legacy, Carlen brings much-needed detail to the role of entrepreneurship in revolutionizing civilization.

An Exposition of Consumer Behaviour in the Financial Services Industry

Author : Antony Beckett
Publisher :
ISBN 13 : 9781899275625
Total Pages : 24 pages
Book Rating : 4.2/5 (756 download)

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Book Synopsis An Exposition of Consumer Behaviour in the Financial Services Industry by : Antony Beckett

Download or read book An Exposition of Consumer Behaviour in the Financial Services Industry written by Antony Beckett and published by . This book was released on 1999 with total page 24 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Social Media for Academics

Author : Diane Rasmussen Neal
Publisher : Elsevier
ISBN 13 : 178063319X
Total Pages : 261 pages
Book Rating : 4.7/5 (86 download)

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Book Synopsis Social Media for Academics by : Diane Rasmussen Neal

Download or read book Social Media for Academics written by Diane Rasmussen Neal and published by Elsevier. This book was released on 2012-08-06 with total page 261 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides an overview of social media technologies in the context of practical implementation for academics, guided by applied research findings, current best practices, and the author's successful experiences with using social media in academic settings. It also provides academics with sensible and easy strategies for implementing a wide spectrum of social media and related technologies - such as blogs, wikis, Facebook, and various Google tools for professional, teaching, and research endeavours. - No other book exists that assists academics in learning how to use social media to benefit their teaching and research - The editor has an extensive background in social media teaching, consulting, research, and everyday use - All the contributors come to the book with a common goal, from various expertise areas and perspectives

Analyzing and Reporting Focus Group Results

Author : Richard A. Krueger
Publisher : SAGE Publications
ISBN 13 : 1506339174
Total Pages : 161 pages
Book Rating : 4.5/5 (63 download)

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Book Synopsis Analyzing and Reporting Focus Group Results by : Richard A. Krueger

Download or read book Analyzing and Reporting Focus Group Results written by Richard A. Krueger and published by SAGE Publications. This book was released on 1997-07-24 with total page 161 pages. Available in PDF, EPUB and Kindle. Book excerpt: Richard Krueger offers a rich and valuable discussion of focus group analysis that is sure to become a major guide in future focus group efforts. Because analyzing focus group data is different from analyzing data collected through other qualitative methodologies, it presents new challenges to researchers. Analyzing and Reporting Focus Group Results offers an overview of important principles guiding focus group research and suggests a systematic and verifiable analysis strategy. Krueger is not doctrinaire, but instead offers multiple approaches and invites others to share their strategies for analysis. The book is helpful for academic audiences, focus group practitioners, and the occasional moderator. And the straightforward approach contains hundreds of helpful tips. The reader of this volume is bound to find delightful strategies that will improve analysis.

The Flower Grower

Author :
Publisher :
ISBN 13 :
Total Pages : 468 pages
Book Rating : 4.:/5 (25 download)

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Book Synopsis The Flower Grower by :

Download or read book The Flower Grower written by and published by . This book was released on 1920 with total page 468 pages. Available in PDF, EPUB and Kindle. Book excerpt:

The Community Health Worker

Author : World Health Organization
Publisher :
ISBN 13 :
Total Pages : 472 pages
Book Rating : 4.:/5 (2 download)

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Book Synopsis The Community Health Worker by : World Health Organization

Download or read book The Community Health Worker written by World Health Organization and published by . This book was released on 1987 with total page 472 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is a revised and enlarged edition of "The Primary Health Worker," a standard teaching text and reference manual developed for community health workers and their trainers and supervisors. The new edition has been updated with practical knowledge gained during the extensive field use of the previous work. The book also incorporates new information acquired in programs sponsored by the World Health Organization (WHO) for immunization and control of diarrheal disease. The most extensive part of the book is a working guide set out in 52 training and reference units. These have been selected as representing areas where community health workers can make a significant contribution toward the solution of problems in developing countries. Chapters include knowing your community, promoting a healthy environment, keeping the family healthy, health care of women and children, treating sick people, and getting the work done. The new edition also features more advice on ways to prevent diseases and secure community support, as well as on what to do when confronted with health problems, sanitation, or accidents. Also included are precise instructions for the correct performance of such basic procedures as the disinfection of drinking water, the building of latrines, injections, and the use of mouth-to-mouth resuscitation. The remaining sections present guidelines for the trainers of community health workers and for the preparation of local editions or adaptations of this book. (KC)

Fresh from the Farm 6pk

Author : Rigby
Publisher :
ISBN 13 : 9781418914219
Total Pages : 0 pages
Book Rating : 4.9/5 (142 download)

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Book Synopsis Fresh from the Farm 6pk by : Rigby

Download or read book Fresh from the Farm 6pk written by Rigby and published by . This book was released on 2006 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Customer Service Delivery

Author : Lawrence Fogli
Publisher : John Wiley & Sons
ISBN 13 : 9780787983109
Total Pages : 348 pages
Book Rating : 4.9/5 (831 download)

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Book Synopsis Customer Service Delivery by : Lawrence Fogli

Download or read book Customer Service Delivery written by Lawrence Fogli and published by John Wiley & Sons. This book was released on 2006-02-02 with total page 348 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.

The Quest for Quality in Services

Author : Arlyn Custer Rosander
Publisher : Quality Resources
ISBN 13 : 9780527916442
Total Pages : 596 pages
Book Rating : 4.9/5 (164 download)

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Book Synopsis The Quest for Quality in Services by : Arlyn Custer Rosander

Download or read book The Quest for Quality in Services written by Arlyn Custer Rosander and published by Quality Resources. This book was released on 1989 with total page 596 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Serving the American Public

Author : Albert Gore
Publisher : DIANE Publishing
ISBN 13 : 0788140175
Total Pages : 43 pages
Book Rating : 4.7/5 (881 download)

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Book Synopsis Serving the American Public by : Albert Gore

Download or read book Serving the American Public written by Albert Gore and published by DIANE Publishing. This book was released on 1997-06 with total page 43 pages. Available in PDF, EPUB and Kindle. Book excerpt: Fed. agencies were directed to survey their customers to see what kind of service people want and whether they are getting it; to give customers choices and easy access; and to develop a way for citizens to complain and get problems fixed. To comply, agencies embarked on this series of benchmarking studies. Contents: summary of best practices (leadership strategies for satisfying customers; info. and analysis; planning; human resources development and mgmt.; customer focus, expectations and satisfaction; complaint process mgmt.; bus. results); reinventing complaint resolution; practices of benchmarking partners.