Service quality and customer satisfaction: a customer perspective of government procurement services agency in Dodoma city
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Date
2023
Authors
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Publisher
The University of Dodoma
Abstract
Customer satisfaction has been a prominent agenda in service provision for both public and private sectors. Over the years, there has been a complaint with regard to the service quality in the public sector services. Consequently, it is crucial to review public service quality to gain a deeper insight into how they can enhance customer satisfaction. This study aimed at examining the influence of the service quality at Government Agency specifically in the context of Government Procurement Service Agency (GPSA) in Dodoma City. The study comprised of five specific objectives based on the SERVQUAL model were each dimension (tangibility, reliability, responsiveness, assurance and empathy) were assessed to find out how they influence customer satisfaction in the Agency’s services. The study used quantitative research design and cross-sectional design. Primary data were collected using a questionnaire from 137 respondents who were customers of GPSA Dodoma office selected using non-probability sampling using purposive techniques. Data analysis was done using descriptive and inferential statistics. Inferential statistics were used to examine the influence of each service quality dimensions to customer satisfaction where the relationship between each dimension and customer satisfaction was tested using simple linear regression model. The findings of regression analysis revealed positive significant relationship among all service quality dimensions and customer satisfaction. Specifically, (tangibility (β) =0.532, p<0.001, reliability (β) =0.578, p<0.001, responsiveness 0.546, p<0.001, assurance 0.574, p<0.001 and empathy 0.634, p<0.001. Therefore, this study concludes that the five dimensions of services quality influence customer satisfaction in the context of GPSA in Dodoma city. Priority should be given on improving reliability with little efforts on empathy without neglecting the others falling in between. Further studies are recommended on extending the study to other Government agencies or using a management perspective to examine service quality and customer at GPSA.
Description
Dissertation (Master of business administration)
Keywords
Service quality, Customer satisfaction, Customer perspective, Government procurement services agency, GPSA, Dodoma
Citation
Amani, J. (2023). Service quality and customer satisfaction: a customer perspective of government procurement services agency in Dodoma city (Master dissertation). The University of Dodoma.