Service Quality Dimensions Research Articles

Online Banking Service Practices and Its Impact on E-Customer Satisfaction and E-Customer Loyalty in Developing Country of South Asia-Nepal

The aim of this paper is to investigate the association and impact between online banking service practices on e-customer satisfaction, and e-customer loyalty. In addition, it aims to analyze mediating role of e-satisfaction to online banking service practices and e-loyalty. The research followed the E-S-QUAL model to measure the online banking service quality (OBSQL) by five dimensions: e-customer service, site of the organization, website efficiency, user-friendliness, security, and privacy. It is based on quantitative research approach with a structured questionnaire through primary data collection by stratified random sampling. Out of 475 questionnaires distributed, 384 usable questionnaires were used, and SPSS and AMOS were used to analyze. An exploratory factor analysis was used to confirm the online banking service quality dimensions and structural equation modeling was employed to estimate the parameters and structure. The result explained that the efficiency of the website and e-customer service were highly influential dimensions of online banking service practices, followed by user-friendliness, security and privacy, and the organization’s site. E-customer satisfaction significantly influences e-customer loyalty, and e-satisfaction mediates the association between online banking services and e-customer loyalty, which is a prime concern to bankers, users, and policymakers for continuous development. This research presents a model to recognize the quality of online banking services that affects electronic customer loyalty and satisfaction in developing countries of South Asia.

SERVICE QUALITY AND CUSTOMER SATISFACTION IN ETHIOPIAN LEATHER INDUSTRY DEVELOPMENT INSTITUTE

This study's objective is to assess the level of customer satisfaction and product quality in the consultation and project office of Ethiopian Leather Industry Development Institute. Importance of customer satisfaction cannot be undermined for any organisation. The processes and practices of Corporate governance should assess the service gaps and should aim to fulfil the same. The SERVQUAL instrument is used in conjunction with the gap model of service quality to carry out this research. the five SERVQUAL dimensions of tangibles, reliability, responsiveness, assurance, and empathy were used to gauge the extent of customers' expectations and perceptions of service quality. A sample of 240 respondents was selected using a non-probabilistic convenience sampling technique. According to the findings of the study all the five dimensions of service quality have shown a negative gap score. This indicates that customers of Ethiopian leather industry development institute consultancy and project office are dissatisfied with the service provided to them hence; there perceptions are below their expectations. The dimension with the lowest negative gap score is assurance followed by tangibles and responsiveness. The findings of the gap analysis also indicate that tangibility and responsiveness are the two dimensions with the highest negative gap scores which makes these two dimensions the largest contributors to customer’s dissatisfaction. Pearson correlation analysis was conducted to examine the relationship between SERVQUAL dimensions and service quality the results shows that all the five dimensions of service quality have a positive relationship with customer satisfaction where tangibility, empathy and responsiveness have a moderate and positive correlation with satisfaction while assurance and reliability have a weak positive correlation with customer satisfaction. Generally, only tangibility and responsiveness dimensions of service quality have shown statistically significant impact on customer satisfaction. Accordingly, Ethiopian leather industry development institute consultancy and project office needs to give more emphasis and due attention to tangibility and responsiveness dimensions of service quality to improve the level of customer satisfaction.

SERVICE QUALITY AND CUSTOMER SATISFACTION IN ETHIOPIAN LEATHER INDUSTRY DEVELOPMENT INSTITUTE

This study's objective is to assess the level of customer satisfaction and product quality in the consultation and project office of Ethiopian Leather Industry Development Institute. Importance of customer satisfaction cannot be undermined for any organisation. The processes and practices of Corporate governance should assess the service gaps and should aim to fulfil the same. The SERVQUAL instrument is used in conjunction with the gap model of service quality to carry out this research. the five SERVQUAL dimensions of tangibles, reliability, responsiveness, assurance, and empathy were used to gauge the extent of customers' expectations and perceptions of service quality. A sample of 240 respondents was selected using a non-probabilistic convenience sampling technique. According to the findings of the study all the five dimensions of service quality have shown a negative gap score. This indicates that customers of Ethiopian leather industry development institute consultancy and project office are dissatisfied with the service provided to them hence; there perceptions are below their expectations. The dimension with the lowest negative gap score is assurance followed by tangibles and responsiveness. The findings of the gap analysis also indicate that tangibility and responsiveness are the two dimensions with the highest negative gap scores which makes these two dimensions the largest contributors to customer’s dissatisfaction. Pearson correlation analysis was conducted to examine the relationship between SERVQUAL dimensions and service quality the results shows that all the five dimensions of service quality have a positive relationship with customer satisfaction where tangibility, empathy and responsiveness have a moderate and positive correlation with satisfaction while assurance and reliability have a weak positive correlation with customer satisfaction. Generally, only tangibility and responsiveness dimensions of service quality have shown statistically significant impact on customer satisfaction. Accordingly, Ethiopian leather industry development institute consultancy and project office needs to give more emphasis and due attention to tangibility and responsiveness dimensions of service quality to improve the level of customer satisfaction.

A study on audit service quality: Reliability of local independent auditing firms

The main objective of this study was to identify, evaluate, and measure the attributes of audit service quality: reliability in local independent auditing firms in Hanoi through qualitative and quantitative research methods. The study was based on a field survey using a semi-structured questionnaire on a sample of 250 general accountants and chief accountants. The period was from October 2021 to March 2022. By using statistical analytical tools, i.e., Cronbach’s alpha analysis, independent T-test, and ANOVA, the study has identified and measured five attributes of audit service quality: reliability in local independent auditing firms in Hanoi. There is not, statistically, a significant difference in the level of audit service quality in local independent auditing firms in Hanoi between these different types of work. There is not, statistically, a significant difference in the level of audit service quality in local independent auditing firms in Hanoi between these different job seniorities. Based on the findings, some recommendations are given for local independent auditing firms to improve the quality of their audit services.

Kepuasan Pengguna Jasa Pada Kualitas Pelayanan KBIHU Al Mabrur Multazam Banyuwangi

The enthusiasm of Muslims in Indonesia in carrying out Hajj from year to year has significantly increased the number of pilgrims. It is recorded that the number of pilgrims who will depart in 2023 is 221,000 people, consisting of 203,320 regular quota pilgrims and 17,680 special quota pilgrims. From the data details, the existence of KBIHU (Hajj and Umrah Guidance Group) Al Mabrur Multazam Banyuwangi is needed to create pilgrim satisfaction from the quality of services provided. This study uses a qualitative descriptive method, where writing provides an overview and presents data using interviews, observation, and research documentation techniques. The results of the research can be concluded that, in general, the quality of Hajj and Umrah services provided by KBIHU Al Mabrur Multazam Banyuwangi has been carried out well because it carries out the dimensions of service quality, namely Compliance with Islamic Sharia (Sharia Compliance), Assurance (Assurance), Reliability (Reliability), Physical Evidence (Tangible), Attention (Empathy), and Responsiveness (Responsiveness). However, it is necessary to add mentors to provide maximum service and positively impact service quality on pilgrim satisfaction.

The Effect of Service Quality on Customer Satisfaction Using Goods Delivery Services in Makassar City

This study aims to determine whether the dimensions of service quality, namely tangible, reliability, responsiveness, assurance, and empathy affect customer satisfaction of Goods Delivery Services in Makassar City and analyze the most dominant factors in influencing customer satisfaction of Goods Delivery Services in Makassar City. The population in this study were all customers at the Goods Delivery Service in Makassar City, totaling 8544. The sample taken was 100 respondents using Non-Probability Sampling technique with Purposive sampling approach. The results showed that all independent variables each had a positive and significant effect on the dependent variable. Simultaneously all service quality variables have a positive and significant influence on customer satisfaction. Goods Delivery Services in Makassar City need to maintain elements that have been rated well by customers such as empathy, tangible, and responsiveness, on the other hand, they need to improve things that are still lacking, namely assurance.

Determinant of Consumer Satisfaction in Using Losari Beach Hotel Makassar Services with Service Quality Variables

This study aims to determine whether the dimensions of service quality, namely tangible, reliability, responsiveness, assurance, and empathy, affect customer satisfaction at Losari Beach Hotel Makassar and analyze the most dominant factor in influencing customer satisfaction at Losari Beach Hotel Makassar. The population in this study were guests staying at Losari Beach Hotel Makassar while the sample taken was 100 respondents using Non-Probability Sampling technique with Accidental sampling approach, which is a sampling technique based on chance, namely who happens to meet the researcher can be used as a sample if deemed suitable. Based on the research results, each of the most influential variables is the empathy variable, then assurance, then followed by reliability, and responsiveness, while the lowest influential variable is tangible. Makassar Gapura Beach Hotel needs to maintain elements that have been rated well by customers and need to improve things that are still lacking.

Analysis of Variables Affecting Customer Satisfaction Using Online Food Purchase Services with Multiple Linear Regression

The surge in popularity of online food delivery services across Southeast Asia is undeniable. Remarkably, in the year 2020, Indonesia emerged as the frontrunner in Gross Merchandise Value (GMV) for such services in the region, amassing an impressive GMV of $3.7 billion, surpassing its regional counterparts. This burgeoning trend is underpinned by a multitude of factors motivating individuals to embrace online food purchases, including time efficiency, an array of enticing and pragmatic offers, and an abundance of choices. Building upon this backdrop, this research endeavors to delve into the intricate web of variables that wield influence over consumer satisfaction within the realm of online food procurement. Employing the multifaceted approach of multiple linear regression, the study aims to uncover the mechanisms that underlie this pivotal relationship. The findings gleaned from this investigation are noteworthy. They highlight the substantial joint impact of the independent variables on the dependent variable. This assertion is substantiated by the remarkably minute significance value of F, which registers at an impressive 0.000, comfortably falling below the conventional threshold of 0.05. This statistical affirmation underscores the collective potency of the five dimensions of service quality, cohesively exerting a significant influence on the variable of customer satisfaction. Moreover, a granular examination of the individual impacts of each independent variable warrants’ attention, as gleaned from their respective 't' significance values. It is discernible that the variables of reliability and responsiveness, with significant values exceeding 0.005, exhibit limited individual impact on customer satisfaction. This discernment underscores that, when assessed in isolation, these two independent variables fail to manifest a statistically noteworthy effect on the overarching construct of customer contentment.

Kesenjangan Kualitas Layanan Madrasah Aliyah Negeri di Jawa dan Luar Jawa

Madrasah service quality gap is a big challenge in Indonesia national development, especially in the comparative perspective of Java and non-Java regions. Continuous and systematic efforts have been examined to close the gap. Related to this, this study aims to look at the perceptions, comparisons, and dimensions that need to be improved in the quality of service at Madrasah Aliyah Negeri (MAN) on Java and outside Java. This research uses a mixed-method approach with a sequential explanatory method. Each of the ten MAN on Java and outside Java is used as the object of research with a total of 3,319 samples, 1803 respondents from MAN on the island of Java and 1516 outside the island of Java. The results indicate that the perceived service quality at MAN is generally good, with an average rating of 5.64 in Java and 5.27 outside Java. The rating in Java is slightly higher than outside Java, with a statistically significant difference between the two sample groups, as shown by the t-value of 4.083 exceeding the t-table value of 1.990. Meanwhile, the dimensions of service quality that need to be improved by MAN on Java Island are assurance, while outside Java are assurance and tangible.

The effect of service quality on customer satisfaction in railway transport service in Ethio-Djibouti

Service quality (SQ) plays an important role as a driver of customer satisfaction (CS). This paper attempts to assess the effects of SQ on CS in the Ethio-Djibouti railway transport service. A questionnaire was constructed with 42 SQ items covering 8 SQ dimensions using the ServQual model with additional dimensions added by the researchers. A total of 251 respondents were taken using the convenience sampling technique to collect the required data. Minitab software has been used to perform the data analysis and interpretation. As the finding shows, there is a gap between customers’ perceptions and expectations of SQ in the transport service. As a result, reliability, assurance, service delivery, empathy and tangibility contributed a higher value to CS, and comfort and social responsibility a higher value contribution to CS. Therefore, the provider has to focus on improving the SQ to bring CS. Keywords: Customer satisfaction, railway, service quality, ServQual;

ANALYSIS OF THE INFLUENCE OF MOBILE BANKING SERVICE QUALITY ON THE LEVEL OF CUSTOMER SATISFACTION AT PT.BANK SUMUT KATAMSO SYARIAH BRANCH OFFICE

This study aims to determine the effect of each dimension of service quality, namely security, convenience and speed on the level of customer satisfaction at PT Bank Sumut Syariah Katamso Branch Office. The variables in this study are security, convenience, speed, and customer satisfaction. The independent variables (x) in this study include: Security (X1), Ease (X2), and Speed ​​(X3). For variable (Y) customer satisfaction. The method used in this study is a descriptive quantitative method. The population in this study are all customers of Bank Sumut who use mobile banking. The sample used was 99 respondents with a non-probably method with accidental sampling technique. The results showed that partially the security variable had a significant effect on the level of customer satisfaction with Tcount <Ttable 2.804 <1.985 with a significant level of 0.002 > 0.05. The convenience variable has a significant effect on the level of customer satisfaction with Tcount <Ttable 3.319 <1.985 with a significant level of 0.003 > 0.05. The speed variable has a significant effect on the level of customer satisfaction with Tcount < Ttable 3.432 < 1.985 with a significant level of 0.000 > 0.05. And simultaneously the variables of security, convenience and speed have a significant effect on the level of customer satisfaction, with Fcount >Ftable, 46, 469 > 2.70 with a significant value of 0.000 <0.05 at the Bank of North Sumatra, the Katamso Sharia Branch Office.

Impact Of Service Quality Dimensions on Customer Satisfaction, Considering Service Performance as Mediator: A Study of Healthcare Sector of Pakistan

The primary objective of this study is to evaluate the impact of service quality characteristics on customer satisfaction within the healthcare sector of Pakistan. Additionally, the study seeks to investigate the mediating role of service performance in this particular relationship. The aspects being examined, including "tangibility," "reliability," "assurance," "empathy," and "responsiveness," assess the influence of service quality on customer satisfaction. A quantitative research strategy was utilized in this study, employing a deductive approach and adhering to the positivist paradigm. The data collection process involved gathering information from a sample of 355 patients in Pakistan, selected through cluster sampling. The results indicate that, with the exception of reliability, all other characteristics of service quality (tangibility, empathy, responsiveness, and assurance) have a substantial impact on customer satisfaction in the healthcare industry of Pakistan. Therefore, this research provides valuable insights for hospital managers and policymakers in developing effective strategies and initiatives to boost patient satisfaction, improve the quality of services, and ultimately improve healthcare outcomes. In summary, notwithstanding the obstacles encountered, the act of monitoring the quality of healthcare services has the potential to bring about systematic enhancements within public healthcare institutions.

Academic Service Quality Analysis In Walisongo UIN FITK, Semarang

This study aims to analyze the quality of academic services at the Faculty of Tarbiyah and Teacher Training (FITK) at the Walisongo State Islamic University (UIN) Semarang. This type of research is called mixed research (mix method), which seeks to examine a subject in depth using qualitative and quantitative methods. This in-depth study is intended to form a model or theory based on the interrelationships between the data found. Broadly speaking, there are two types of data used in this study, namely, primary data and secondary data. First, primary data were obtained from study program leaders at the Faculty of Tarbiyah and Teacher Training. This data was obtained using data collection techniques, namely questionnaires, interviews, and focus group discussions. Second, secondary data obtained from collecting and observing documents related to the quality of academic services The results of this study can be summarized as follows: 1) The quality of academic services at the Faculty of Tarbiyah and Teacher Training (FITK) at Walisongo State Islamic University (UIN) Semarang is good. This is based on the average score of academic service quality, 80.43%; 2) The five dimensions of academic service quality, Faculty of Tarbiyah and Teacher Training (FITK) at Walisongo State Islamic University (UIN) Semarang prioritize the tangible dimension.

Analisis Tingkat Kepuasan Mahasiswa Pada Jasa Pelayanan Perpustakaan Universitas Muhammadiyah Jambi

The main focus of this research is to know and analyze the level of student satisfaction in services at the library at the Muhammadiyah University of Jambi. The data in this study were obtained based on primary data using surveys in collecting data through questionnaires. The number of samples is 100 respondents who are students of Jambi Muhammadiyah University. The variables in the study used 5 dimensions of service quality consisting of reliability, responsiveness, assurance, empathy and tangibles as measured using a Likert scale. The results showed that the importance and quality of service indicated that student respondents in using library services were satisfied with the services provided by the Jambi Muhammadiyah University library. In addition, the results of the analysis in this study showed that the average respondent's answers related to student satisfaction with library services at Jambi Muhammadiyah University were at a value of 4.5, which means that respondents were very satisfied in using library services at Jambi Muhammadiyah University.

Impact of customer’s emotions on online purchase intention and impulsive buying of luxury cosmetic products mediated by perceived service quality

ABSTRACT This study has provided an in-depth analysis of the impact of Iranian customers’ emotions on their online purchase intention and impulsive buying behavior when buying luxury cosmetics, emphasizing the role of the perceived quality of online services. The goal is to investigate emotions’ direct and indirect relationships with purchase behavior. A mixed-method approach was conducted, combining interviews with 23 expert active customers and a customer-based survey with a sample of 385 online customers of several Telegram groups on luxury cosmetic products. The qualitative analysis identified positive and negative dimensions for customers’ emotions and three dimensions for perceived online service quality: group quality, transaction-related service, and interaction quality. The results indicated that customers’ emotions affect perceived online service quality dimensions. The findings also confirmed the impact of perceived online service quality dimensions on customers’ online purchase intention and impulsive buying behavior. Finally, the results confirmed the effect of customers’ emotional dimensions on their online purchase intention and impulsive buying behavior mediated by perceived online service quality. Regarding luxury brands, especially cosmetics brands, considering the specific situation of Iran, according to the research findings, positive emotions versus negative emotions have a greater impact on all dimensions of perceived online service quality.

Influence of Service Quality on Emotional Satisfaction in Game Lodges

Purpose: Service quality in game lodges context elicit customers’ emotional satisfaction, which subsequently influences consumer behavior such as revisit intentions and WOM recommendations. Service quality research has paid more focus on cognitive dimensions of customer satisfaction, giving little attention on affective or customer emotional satisfaction. Hence, the main purpose of this study was to investigate the influence of service quality on tourists’ emotional satisfaction residing in star rated game lodges at Masai Mara National Reserve in Kenya.
 Methodology: The study adopted epistemological research philosophy guided by positivism paradigm with a quantitative and a cross sectional survey research design. Systematic random sampling technique was used to select the respondents and data was collected using structured questionnaires that were administered to 312 respondents drawn from visitors who resided in star rated game lodges at Masai Mara national reserve and its conservancies in Kenya. Data was analyzed using structural equation model that tested hypothesis and the relationship between service quality and emotional satisfaction. Data was presented in the form of tables and figures.
 Findings: The findings suggest that in the context of game lodges, service quality is important for developing customer emotional satisfaction. The study results support a positive and significant relationship between service quality and emotional satisfaction.
 Recommendations: The study contributes immensely to the theoretical background on service marketing by providing thorough examination of the service quality and its influence on emotional satisfaction. The influence of service quality on emotional or affective aspects of customer satisfaction in game lodges context allied to value- percept display theory is rare. Thus, this study broadens the domain of value- percept display theory that has received little attention. The managers in game lodges should identify and improve on the service quality dimensions that make the most significant contribution to emotional satisfaction. This is a significant input to the service marketing especially in the little researched area in service quality perceptions and emotional responses among the traditional, domestic and the emerging tourism markets in game lodges in Kenya.

Factors Influencing Clinicians' Use of Hospital Information Systems for Infection Prevention and Control: Cross-Sectional Study Based on the Extended DeLone and McLean Model.

Healthcare-associated infections have become a serious public health problem. Various types of information systems have begun to be applied in hospital infection prevention and control (IPC) practice. Clinicians are the key users of these systems, but few studies have assessed the use of infection prevention and control information systems (IPCISs) from their perspective. This study aimed to (1) apply the extended DeLone and McLean Information Systems Success model (D&M model) that incorporates IPC culture to examine how technical factors like information quality, system quality, and service quality, as well as organizational culture factors affect clinicians' use intention, satisfaction, and perceived net benefits, and (2) identify which factors are the most important for clinicians' use intention. A total of 12,317 clinicians from secondary and tertiary hospitals were surveyed online. Data were analyzed using partial least squares-structural equation modeling and the importance-performance matrix analysis. Among the technical factors, system quality (β=.089-.252; P<.001), information quality (β=.294-.102; P<.001), and service quality (β=.126-.411; P<.001) were significantly related to user satisfaction (R2=0.833), use intention (R2=0.821), and perceived net benefits (communication benefits [R2=0.676], decision-making benefits [R2=0.624], and organizational benefits [R2=0.656]). IPC culture had an effect on use intention (β=.059; P<.001), and it also indirectly affected perceived net benefits (β=.461-.474; P<.001). In the importance-performance matrix analysis, the attributes of service quality (providing user training) and information quality (readability) were present in the fourth quadrant, indicating their high importance and low performance. This study provides valuable insights into IPCIS usage among clinicians from the perspectives of technology and organization culture factors. It found that technical factors (system quality, information quality, and service quality) and hospital IPC culture have an impact on the successful use of IPCISs after evaluating the application of IPCISs based on the extended D&M model. Furthermore, service quality and information quality showed higher importance and lower performance for use intention. These findings provide empirical evidence and specific practical directions for further improving the construction of IPCISs.

The Factors Of The Airport Experience That Affect Passenger Satisfaction And Behavioral Intentions At Yogyakarta International Airport

The airport has undergone a business transformation, from its previous focus solely on providing public facilities to becoming a multi-service provider that prioritizes the comfort of airline passengers by offering various activities, services, processes, and technologies that ultimately create an airport experience for passengers. Airport managers are under increasing pressure to provide desired Airport Experiences in the current competitive environment in order to draw in more travelers and airlines. This study will discuss the concept of airport experience by analyzing the influence of airport experience factors on passenger satisfaction and their intention to revisit, as well as spreading positive word of mouth. This study is planned to use a quantitative approach, with data obtained from primary sources using a questioner. &#x0D; Structure Equation Modelling method was performed to test the research hypothesis. The hypothesis will show if the factors of Airport Experience have positive effects on passenger satisfaction. Further, this passenger satisfaction is associated with their revisit intention and word of mouth. Previous research uses components of airport experience were measured from sociological, psychological, and services marketing perspectives and this research will add service quality dimension in a holistic approach. Based on the analysis about a thorough understanding of the most important aspects of the airport experience, the findings of this research expected to help airport management and marketers create strategies that will increase passengers' satisfaction, revisit intention, and positive word-of-mouth. This research will be held at Yogyakarta International Airport which is the new airport in Indonesia with a capacity of around 20 million passengers, and has not yet achieved the expected passenger target. So, this research is to provide valuable insights to airport management and marketers for developing better strategies to create better airport experience in order to increase passenger’s satisfaction and behavioral intention.

An Effect of User Experience on A Data-Driven Fuzzy Inference of Web Service Quality

Today, various stakeholders provide a large number of functionally similarWeb Services (WS) to meet increasingly complex business needs. Therefore, to distinguish similar WS, some researchers have proposed using the non-functional characteristics, named Quality of Service (QoS), and user’s needs, expressed through Quality of Experience (QoE). Thus, all those QoS and QoE attributes should be taken into account in predicting WS quality jointly, called WS QoSE (Quality of Service and Experience). However, these attributes are different in nature, i.e., QoS is data-driven and numerical, while QoE is expert-based and linguistic. Consequently, to predict WS QoSE, in this paper, we propose a hybrid fuzzy inference approach, composing both quantitative and qualitative data inputs into WS QoSE output by applying the adaptive neuro-fuzzy inference system (ANFIS). The developed prototype allows us to implement the proposed approach, investigate its performance, and study the effect of QoE attributes on WS QoSE. The results of the two experiments show good performance and suitability of the proposed hybrid fuzzy inference approach for predicting WS QoSE based on combining QoS and QoE attributes. We expect that those results inspire researchers and practitioners to understand the WS QoSE better and develop user needs matching WS.

Service Quality Delivery of Benadir Local Government in Somalia

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.