Public Service Delivery Reform and Customer Satisfaction in Ethiopia: The Case of Two Public Institutions - Couverture souple

Tesfaw Mebratu, Desta

 
9783846549476: Public Service Delivery Reform and Customer Satisfaction in Ethiopia: The Case of Two Public Institutions
Couverture souple
ISBN 10 : 3846549479 ISBN 13 : 9783846549476
Editeur : LAP LAMBERT Academic Publishing, 2012

Synopsis

The central focus of this work is identifying and analyzing the factors that determine the success and failures of public service delivery in relation to customer satisfaction. Currently civil service reform program is undergoing in Ethiopia. The main element of the reform program is delivering efficient and effective service to the public. In this regard there are some public institutions that are successful in satisfying their customers by implementing the reform program. On the contrary there are others still not successful. Therefore the major public service delivery factors that were suggested by different researchers and scholars are tested using case study method in this work. Two public organizations are selected i.e. one from the category of successful once and the other from those who are not successful based on the previous researches and preliminary assessments. By designing the conceptual framework, the public service delivery success factors are identified scientifically. In addition different approaches and methods of public service delivery reforms are analysed.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

Présentation de l'éditeur

The central focus of this work is identifying and analyzing the factors that determine the success and failures of public service delivery in relation to customer satisfaction. Currently civil service reform program is undergoing in Ethiopia. The main element of the reform program is delivering efficient and effective service to the public. In this regard there are some public institutions that are successful in satisfying their customers by implementing the reform program. On the contrary there are others still not successful. Therefore the major public service delivery factors that were suggested by different researchers and scholars are tested using case study method in this work. Two public organizations are selected i.e. one from the category of successful once and the other from those who are not successful based on the previous researches and preliminary assessments. By designing the conceptual framework, the public service delivery success factors are identified scientifically. In addition different approaches and methods of public service delivery reforms are analysed.

Biographie de l'auteur

has MA degree in Public Administration and MA degree in International Law from Addis Ababa University and Amesterdam University respectively. He has been working for different public organizations at different level of managerial positions.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
LAP LAMBERT Academic Publishing
Date d'édition
2012
Langue
anglais
ISBN 10 
3846549479
ISBN 13 
9783846549476
Reliure
Broché
Nombre de pages
108
Coordonnées du fabricant
non disponible
Personne responsable
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