The Evaluation Of Customer Satisfaction Of Anbassa City Bus Service Enterprise

Public enterprises are organizations established and owned by government to provide differentrnservices to the public. Most of the time these enterprises give their services to the public byrncollecting some amount of money which is less than the market price of the goods or servicesrnprovided by them and sometimes with subsidy. Their customers are important stakeholders inrnorganizations and their satisfaction is a priority to management. Most of these enterprises applyrndifferent types of reforms to improve their service provision capacity and customers’rnsatisfaction. Currently Anbassa City Bus Service Enterprise (ACBSE) implemented BPR tornimprove its service quality and maximizing customers’ satisfaction. This study was conducted tornassess the service delivery performance and customers’ satisfaction in the aftermath ofrnimplementing BPR. To achieve the objectives of this study, data was collected throughrnquestionnaire from a sample of 192 customers and employees of the Enterprise. Thesernrespondents were selected using simple random sampling method. Additional data was collectedrnthrough interview from the General Manager and Public Transport Core Process Owner of thernEnterprise. The data collected using the questionnaire were analyzed using statistical tools suchrnas mean and frequency analysis. Service delivery of the Enterprise was evaluated by usingrnservice quality dimensions designed by Parasuraman et.al. (1988). The results of this evaluationrnindicate that, almost in all dimensions of service quality the Enterprise service provision rated asrnpoor and customers are not satisfied except some factors within the dimensions. Generally, thernfinding of this study indicates that customers were not satisfied by overall service provision ofrnthe Enterprise and the service quality declined even if the Enterprise implemented BPR tornimprove its services. Based on the findings of the study, the researcher forwards somernrecommendations like maintaining effective complaint handling, supporting the service deliveryrnby IT, empowering employees to serve their customers in proper way, and others which help tornimprove the Enterprise service delivery performance

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