The Effect of Organizational Culture on Customer Satisfaction

Table of Contents

• CHAPTER ONE
• Introduction
• Background of the Study
• Statement of the Problem
• Objective of the Study
• General Objective
• Specific Objectives
• Basic Research Questions
• Hypothesis
• Significance of the study
• Scope of theStudy
• Limitation of the study
• Description of the study area
• CHAPTER TWO
• Review of Related Literature
• Concepts and Definitions of Organizational Culture
• Organizational Culture Development
• Dimensions of Organizational Culture

Objectives and Key Themes

This thesis examines the effect of organizational culture on customer satisfaction at the Yeka Sub City Small Tax Payers' Office in Addis Ababa, Ethiopia. The study aims to understand how different aspects of organizational culture, such as reliability, tangibility, team orientation, responsiveness, customer orientation, and stability, influence customer perceptions of service quality and satisfaction.

• Organizational Culture and its Impact on Customer Satisfaction
• Dimensions of Organizational Culture Relevant to Service Quality
• Measuring Customer Satisfaction in a Public Service Setting
• The Relationship between Employee Satisfaction and Customer Satisfaction
• Identifying Key Factors Contributing to Customer Satisfaction in the Yeka Sub City Small Tax Payers' Office

Chapter Summaries

• Chapter One: Introduction: This chapter provides a background to the study, outlining the problem, objectives, research questions, hypothesis, significance, scope, limitations, and description of the study area.
• Chapter Two: Review of Related Literature: This chapter presents a comprehensive overview of existing research on organizational culture, focusing on its development, dimensions, and relationship to customer satisfaction. It explores key concepts and definitions relevant to the study.

Keywords

This thesis focuses on the key concepts of organizational culture, service quality, and customer satisfaction in the context of a public service organization. The study explores how various aspects of organizational culture influence customer perceptions of service quality and their overall satisfaction.