Olani Dereje

Quality Public Service and Customer Satisfaction: for Managers,civil Servants and Service Providing Institutions Olani Dereje

Basically, every organization is established to serve customers of diverse needs. While this fact persists, the current swiftly changing needs of customers force service rendering entities to adjust themselves to the required trend if they are to stay in the modern system of work environment. In contrast, especially, public sector organizations tend to provide service with poor quality as perceived by public. This result in massive customer dissatisfaction that in turn has adverse social, economical, political, and managerial implications. In addition, public sector organizations are not as such accustomed with innovative techniques of measurement for quality of public service and customer satisfaction. This creates blind spot that hinders the organizations from tracking their efforts. This book, therefore, provides diagnostic and flexible variables of measurements for measuring quality of public service and customer satisfaction that are mainly derived from the Five Dimensions of Service Quality concepts. The book is useful, especially, for professionals and practitioners in the field of management, marketing, leadership and administrations and social service