SERVICE DELIVERY AND CUSTOMER SATISFACTION IN THE PUBLIC SECTOR (THE CASE OF ADAMA TRANSPORT AUTHORITY).

Abstract

Customer satisfaction is considered a prerequisite for customer retentio n and loyalty, and can help to boost profitability, market share and retu rn on investment.Thus, to be successful in the current competitive envir onment, service organizations must streamline their service delivery sy stems and respond to everdiscerning customers' demands for efficie nt and quality services. Adama transport Authority is one of the publi c institutions which facilitates, coordinates and promotes private inve stment in the city administration. This term paper assessed service deli very and customer satisfaction in the transport authority in relation to lo cation, facilities, requirements and forms, transparency and participatio n, employees' effect on service delivery and satisfaction on their job (salary, benefit and trainings),timeliness, customer satisfaction and co mplaint handling, which are the best measure of customer Satisfaction. The result of the term paper indicated that manpower and offices wit h the necessary, inaccessiblity of photo copy service, the existence of p roblems related to location, reception area, meeting standard time,lo w salary scale, low provision of skilled based training ,low incentives a nd compliant handling system are the major problems that dissatifies customer satisfaction. Copy Right, IJAR, 2018,. All rights reserved.Lane, (2000) states that New Public Management (NPM) became the most popular during the 1980 and 1990s in r eforming the public sector. It is a theory of the most recent paradigm change in how the public sector is to be gove rned, and is part of the managerial revolution that has gone through out the world affecting all countries. Avashian d Maheshwari, (2007:86) also indicated that NPM is amongest the latest concepts to enter the lexicon of public a dministration in a bid to transform it completely. It is a merger of public and business administrations by taking the " what and " why " from public administration and " how " from business administration.The needs and nature of service of a particular reform program determines the choice of strategies to be used. Schacter (2000:5) has identified the success factors for public sector reforms in developing countries. The loca l leadership and ownership of reforms, popular pressure for reform, a strong bond of accountability between citizens and the public sector, wide dissemination of information, creating organizational culture that is outcome oriented an d mission driven, capacity building on policymaking and implementation, and integrating downsizing programs into a large frame of reference are the factors identified.