Service Quality Delivery of Benadir Local Government in Somalia

Abstract

Purpose: In today’s competitive and rapidly moving world, local governments lose so many citizens because of the poor quality of public services they provide for these products, because of the quality and/or lack of products and the lack of ability to provide quality service. The purpose of this study is to examine the service quality delivery of the Benadir local government in Somalia. Theoretical framework: This research studied the degree service quality delivery offered of the Benadir local government in Somalia. Service quality has been defined as a difference between customers' service perception and expectations. Methodology: To achieve the objectives of this study, data was collected through online questionnaire from a sample of 354 major customers of the Benadir local government in Mogadishu-Somalia. These respondents were selected using convenient random sampling method. The data collected from the online questionnaire were analyzed using Descriptive Statistical tools such as compute, percentage, mean, and standard deviation. Findings: The results of this study indicate that the three out five dimensions of level quality service delivery (reliability, responsiveness, and assurance) have slightly positive satisfied and except two elements empathy and tangibility have negative satisfied with customers' expectations and perception. Furthermore, customers were most a little satisfied with the three dimensions of service quality delivery by the Benadir local administration in Mogadishu-Somalia. On the contrary, customers were negative satisfied with tangibility and empathy dimensions of service quality. Research limitation/ implication: The researcher forwards some recommendations for the Benadir local government in Somalia. In order to improve the level of citizen satisfaction in terms of quality service delivery offered by the Benadir local government in Somalia, the Benadir local government should come up with policies and programs that prioritize the level of citizen satisfaction and should develop and contribute the level client expectation and perception of dimensions quality service delivery by the Benadir local government in Somalia, the Benadir local government should make the information easily obtainable and can get prompt service delivery by the citizens, therefore, the study recommends that a strategy should be put in place to gain these benefit. The limitations faced by the study included time constraints and limited resources taken to complete the study. Originality/Value: This investigation differs from previous explores as it examines the influence of level service quality delivery in Benadir local government on outcomes and operations in particular. Furthermore, this study is specifically based on the Benadir Regional Government.