The Impact of Quality Public Service Delivery on Customer Satisfaction: In Case of Nekemte Town Police Administration, Nekemte, Oromia, Ethiopia

Abstract

This research involved 397 participants selected through stratified and simple random sampling methods. The objective was to assess the influence of service quality delivery on customer satisfaction within Nekemte Town Police Administration, utilizing the SERVQUAL model. To fulfill this goal, a quantitative research study incorporating both descriptive and causal (inferential) research designs was conducted. Questionnaires with a five-point Likert scale were employed, drawing from the annual target population of 51,480 Nekemte Town Police Administration customers. Data was gathered through personally administered questionnaires, and subsequent analysis was performed using the Statistical Package for the Social Sciences (SPSS) version 27, employing descriptive and inferential statistics. The findings indicated minimal customer satisfaction, making it challenging to precisely determine customers' expectations and perceptions regarding service quality dimensions. Notably, all service quality dimensions positively influenced satisfaction levels. Specifically, responsiveness, assurance, and empathy emerged as significant contributors to customer satisfaction, while reliability and tangibility had a comparatively lesser impact. In light of these results, the researcher recommends that the Nekemte Town Police Administration implement training, corrective measures to enhance responsiveness, motivational initiatives, and the utilization of fault-free technologies to improve overall customer satisfaction.