The Effects Of Service Quality On Customer Satisfaction The Case Of Addis Ababa Small And Medium Manufacturing Industry Cluster Development Corporation

Service quality becomes the crucial issues for government service sectors in Ethiopia; includingrnAddis Ababa City Administration. The demanding customers and increased sense of customerrnsatisfaction led to the use of the new service parameters making managers to implement qualityrnmanagement as an effective aid.rnPurpose;- The aim of this project is studying the effects of service quality on customerrnsatisfaction; the case of A/A/S/M/M/I/C/D/Corporation.rnMethodology;-The research’s target population was the corporation’s customer in each of thernbranches. The SERVQUAL Model was used to determine customer’s perception of the servicernquality at A/A/S/M/M/I/C/D/Corporation. To identify the sample size of the study simplernrandom sampling technic was used and the data was statistically analyzed.rnValue/Originality;- Updated set of variables were used to represent service quality in thernselected organization. The study also identified the key drivers and the best dimensions ofrnservice quality for customer satisfaction in the corporation.rnBased on the literatures and the data analysis; the customers Perceptions - Expectation gaps ofrnthe service quality dimensions were identified. Moreover, the impact of the service qualityrndimensions on customer satisfaction was analyzed.rnFinally, based on the analysis and discussions of the study summary of major findings,rnconclusions and recommendations were forwarded as well.

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