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Impact of service quality on  customer satisfaction
University of Gävle, Faculty of Education and Business Studies, Department of Business and Economic Studies.
2018 (English)Independent thesis Advanced level (degree of Master (One Year)), 40 credits / 60 HE creditsStudent thesis
Abstract [en]

Title: Impact of service quality on customer satisfaction. Case study: Liberia Revenue Authority

Level: Master Thesis in Business Administration

Author: Ehigie Clifford Johnson, Jesse S. Karlay

Supervisor: Maria Fregidou-Malama

Examiner: Akmal Hyder

Date: May 2018

 

Aim: The aim of this study is to analyse how service quality affects customer satisfaction.

Method: To fulfil the aim of this study, an inductive qualitative research method was employed. .

Results and conclusions: Responsiveness, empathy and assurance are influential to customer satisfaction. Price of service is the most influential variable on customer satisfaction. . The digitalization of taxation services fosters the likelihood of taxpayers paying their taxes on time and consistently.

Suggestions for future research: We recommend future research on the impact of e-tax payment on revenue generation in Liberia Revenue Authority. We suggest a similar kind of research be conducted in other governmental organizations in developing countries. Finally, we suggest a future research on the impact of culture on service quality in government organizations.

 

Contributions of the thesis: This thesis has shown that the most influential service quality dimension on customer satisfaction are responsiveness, empathy and assurance. This is in contrast to empathy, reliability and assurance as observed by Khan & Fashi (2014); Kaura, Datta & Vyas (2012); Naidoo (2011, 2014); Jayasundara et al.(2009); Aga & Safakli (2007) and Ismail et al.(2006). .. This thesis also shows that price of service is the most influential variable on customer satisfaction in developing nations.

 

Keywords:  Servqual, Liberia Revenue Authority, Enterprise resource planning, , Service quality and Customer satisfaction

Place, publisher, year, edition, pages
2018. , p. 43
Keywords [en]
Service Quality
National Category
Social Sciences
Identifiers
URN: urn:nbn:se:hig:diva-27875OAI: oai:DiVA.org:hig-27875DiVA, id: diva2:1246475
External cooperation
Liberia Revenue Authority
Educational program
Business administration – master’s programme (one year)
Presentation
2018-05-31, B525, University of Gavle, Gavle, 14:20 (English)
Supervisors
Examiners
Available from: 2018-09-14 Created: 2018-09-07 Last updated: 2018-09-14Bibliographically approved

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CiteExportLink to record
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