Factors Affecting Service Delivery Quality in Yeka Sub-City of Addis Ababa

Abstract

Effective delivery of services is one of the most direct ways to promote the economic growth of a country. However, public services are characterized poorly. The main objective of this study was to assess factors affecting service delivery quality in public service institutions in Addis Ababa. Questionnaires, interviews, and focused group discussions were used to collect data. The data was collected from 320 respondents. The study employed both quantitative and qualitative approaches. The SPSS statistics was used for both the descriptive and inferential analysis. The findings indicate that the quantitative mean values show acceptable results. Work environment, technology and training are the significant factors. However, lack of good leadership, inconsistent type of training with practical jobs, weak in organizational culture, lack of conducive environment in experience sharing, lack of well incentive systems which hinder the motivation of employees and lack of applying modern technology are pinpointed as limitations. Therefore, concerned bodies ahould take corrective measures.