ASSESSMENT OF QUALITY OF SERVICE DELIVERY IN CASE OF AMHARA SAYINT WOREDA JUSTICE OFFICE

Abstract

In Amhara sayint woreda justice office, service quality is perceived as being generally poor. According to the Ethiopian Constitution, the mandate of a justice is to ensure service deliveries through satisfying citizens‟ basic needs. Therefore, an understanding of customers‟ expectations and perceptions is vital for any service organizations success. The general objective of this study was to assess the quality of service delivery in Amhara sayint woreda justice office, to provide a view on the customers’ expectations and perceptions of the service quality delivery in order to identify any potential service quality gaps. The study follows a descriptive research design approach. The questionnaire included the SERVQUAL measuring scale. Residents of the Amhara sayint woreda justice office formed the sampling frame of this study. In accordance with the scope of the study, the study was confined to the Amhara sayint woreda justice office. In order to determine whether the identified differences were positively significance or negative significance, an independent sample ttest was conducted. Perception of customers with respect to tangibility and reliability dimension were positively recorded this shows that there is appositive significance while on the responsiveness, assurance and empathy dimension significant difference is negative in the means between expectations and perceptions Because of time and resource constraints the study focuses on only the quality of service delivery of the case studies in Amhara sayint woreda justice office only, future research should be undertaken on other service sectors customer.