Abstract:
The main purpose of this study was to assess the quality service delivery and customer
satisfaction in Tula sub-city public institutions of Hawassa city, Sidama regional state, Ethiopia.
Here both qualitative and quantitative research approach (mixed approach) with descriptive and
explanatory research design was employed. Besides to this, the study assessed whether service
providers and service users were gave and receipted quality services or not respectively by
providing similar questions to them based on the service quality dimensions (SQD).In addition
interviewee questions provided to the officials of the institutions in relation to the problems in
habited in the institutions and mechanisms undertaken to overcome those problems. The study
area (the office of public institutions) and its work-processes were preferred purposively because
of the magnitude of the problems and importance of institutions in serving the society and their
relation with diverse stakeholders (accommodating different stakeholders) and work-load on
services providers. To attain this objective, questionnaire was designed and categorized under
five dimensions of the SERVEQUAL model. The sample consists of 384 customer respondents
selected by using Gorden (2004) formula that help for unknown population based on convenience
sampling procedure and both primary (questionnaire and interview) and secondary data sources
were employed .The collected data was analyzed with the help of SPSS version 20 and statistical
tests like percentage, mean and standard deviation were used to investigate the relationship
between dependent and independent variables. The findings of the analysis showed that, the
performance of public institutions in providing quality service is not satisfactory. Because, all
dimensions of quality service delivery were not fully practiced in public institutions in the study
area (Tula sub-city) and employees lack skill and commitment to do based on the dimension of
quality service delivery. So, in order to improve the performance of public institutions; the
researcher suggested that, the institutions should apply the service quality dimensions (SQD), the
institutions should prepare complaint handling mechanisms and relevant training for their
workers and should give awareness for the customers about their right and obligation in the
institutions.
