Abstract:
Civil Service plays a pivotal role in ensuring socio-economic development of a given society. The
development of quality service delivery ultimately leads to improvement in the quality life of
citizens. This research aims to investigate the effect of Service Quality dimensions on Customer
Satisfaction in North Gondar Administration Civil Service. The study used cross sectional survey
design. The study was based on both primary and secondary data sources. Questionnaire was
the primary data source; while the secondary data was collected through published and
unpublished documents. Questionnaire was distributed to 368 customers, which were selected
using stratified random sampilng techniques. The data was analyzed using one sample t-test,
Pearson correlation and multiple linear regressions. One sample t-test was employed to examine
the levels of quality of service delivery dimensions and customer satisfaction. While Pearson
correlation coefficient and multiple linear regression tests were used to evaluate relationships
and effects respectively; in addition, descriptive statistics was used to corroborate the result.
The overall results of the study indicated that all quality of service delivery dimensions and
customer satisfaction were found in lower level. In addition, the regression model revealed that,
there were statistically significant relationship between service delivery dimensions and
customer satisfaction; together all service delivery dimensions accounted for 55.4 % of variance
in customer satisfaction. The study further indicated that, out of the proposed five service
delivery dimensions; tangibility, assurance and empathy were significant predictors of customer
satisfaction in the department. Based on the findings of the study, it has been recommended that,
civil service department shall design and implement short and long term capacity building
activities so as to increase the capacity, confidence and consistency of officers in the department.
