Abstract:
Leadership is defined as a process by which an individual attempts to influence other group
members towards achieving common goals. Leadership style is the manner and approach of
providing direction, implementing plans, and motivating peoples. Leadership and the
different associated styles have an immense impact on service delivery and customer
satisfaction. The general objective of the study would be to assess the role of leadership styles
on service delivery and customer satisfaction in Gondar zuria woreda maksegnit town
revenue bureau and the specific objectives were identify the common leadership style that is
mostly used by the officials, inspect the perceptions of customers regarding quality service
delivery and customer satisfaction, investigate the nexus between leadership styles and
quality service delivery and customer satisfaction, and assess the impacts of leadership styles
on service delivery and customer satisfaction. The target populations of the study were
leaders, employees and customers of revenue bureau. The total sample sizes of the study were
126 and the sampling technique were both probability and non probability. A quantitative
(Questionnaires) and qualitative (interview, FGD and observation) data would be conducted
to accomplish the objectives of the study. The data received from different instruments, the
quantitative were analyzed by using statistical packages (SPSS) version 20 and qualitative
data were analyzed in the form of statements by the researcher.The major finding of the study
were, autocratic and bureaucratic leadership styles were mostly practiced while democratic
and laissez-faire leadership styles were practiced some times, the perceptions and
expectation of the customer’s towards service delivery process and customer satisfaction
practice and leader’s performance were found at lower level and there is a relationship
between leadership styles and the service delivery and customer satisfaction in Gondar zuria
woreda maksegnit town revenue bureau. And some forwarded recommendations were apply
democratic and laissez-faire leadership styles to enhance high quality service delivery and
customer satisfaction in the study area, the office should increase the attitude and perception
of customers towards service delivery and customer satisfaction, the leadership trainings
need to focus on all leadership styles and be delivered by well experienced trainers and
Strong stresses have to be provided for the recruitment, training and appointment of leaders
and employees by the government at different level .
