Journal of AIDS & Clinical Research

The Effect of Quality of Service on Customer Satisfaction in Ethiopian Pharmaceutical Supply Agency (EPSA): Case Study Bahir Dar Branch

Abstract

Wohabie Tsega Gessesse* and Awoke Seyoum Tegegne

Background: Customer satisfaction and quality of service rendered are leading components in the system of external relations for each business organization delivering services and plays a significant role in its competitiveness. The main purpose of the study was to assess the effect of service quality on customer satisfaction in the Ethiopian Pharmaceutical Supply Agency (EPSA), case study Bahir Dar branch.

Methods: The study was conducted in Ethiopian pharmaceutical supply agencies (Case study Bahir Dar branch). A cross-sectional study design was conducted in the current study. Hence, both descriptive and inferential statistics were used to investigate the effect of quality of service on customer satisfaction. Both primary and secondary sources of data were used for current investigation. Participants in the current study were selected randomly using systematic random sampling approaches. The two well-known models SERVQUAL and SERVPERF were used to investigate the service quality in different service sectors. Result: The SERVQUAL model result depicted that among the dimensions of quality of services empathy, assurance, tangibility, and responsiveness had a statistical positive effect on the level of degree of customer satisfaction. Hence, as the dimension of quality of service increased, the corresponding level of customer satisfaction also increased.

Conclusion: The overall satisfaction analysis result showed that majority of EPSA's customers was dissatisfied by service delivery and concluded that service quality dimensions have positive relationship with customer satisfaction in different significant levels.

Recommendation: The current study recommended that EPSA should develop Customer satisfaction strategy to get opportunities for improvement, provide more training about service quality to customer serving staffs. Service providers should understand the changing needs of customers, their aspirations and expectations to create value by creating effective and continuous feed backing system. Service providers should also have a strong customer relationship management. Service providers at EPSA should provide personalized attention to its customers and provide an immediate response to all customer complaints.

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