Table of Contents

Contents Page
Table of contents…………………………………………………………….II
List of Figure ……………………………………………………………… III
List of Tables ……………………………………………………………... III
Acronyms………………………………………………………………….. IV
Chapter One: Introduction
1.1 Background of the study …………………………………………….......1
1.2 Statement of the Problem ……………………………………………….3
1.3 Objective of the Study …………………………………………………..5
1.4 Scope of the Study ………………………………………………………6
1.5 Significance of the Study ……………………………………………….6
1.6 Methodology of the Study ………………………………………………6
1.6.1 Data Type and Source…………………………………………………6
1.6.2 Sampling Procedures and Techniques…………………………………7
1.6.3 Data Gathering Instruments and Method of Data Analysis…………...7
1.7 Organization of the Paper ……………………………………………….8
Chapter Two: Review of Related Literature
2.1 Introduction …………………………………………………………….9
2.2 Concepts of Service and Public Service ……………………………….9
2.3 Principles of quality Customer Service ………………………………..11
2.4 Characteristics of Services …………………………………………….13
2.4.1 Intangibility ………………………………………………………….13
2.4.2 Perishability ………………………………………………………….13
2.4.3 Inseparability ………………………………………………………...14
2.4.4 Variability ……………………………………………………………14
2.5 Factors Affecting Service ……………………………………………...15
2.6 Customer Satisfaction …………………………………………………15
2.7 Domains of Satisfaction ……………………………………………….16
2.8 Public Sector Reform ………………………………………………….17
2.9 Public Sector Reform in Developing Countries and its Impact on Service
Delivery ……………………………………………………………….18
2.10 New Public Management ……………………………………………20
2.11 Alternative Service Delivery …………………………………………25
2.11.1 Alternative Service Delivery Options ……………………………...27
2.12 Public Private Partnership ……………………………………………28
2.13 Privatization ………………………………………………………….29
2.14 Contracting Out ………………………………………………………31
2.15 Civil Service Reform …………………………………………………32
2.16 Rational for Civil Service Reform in Ethiopia ……………………….33
2.17 Service Quality ……………………………………………………….37
2.17.1 Gap Analysis ……………………………………………………….37
2.17.2 Dimension of Service Quality ……………………………………...38
2.17.3 Five Factors of Service Quality …………………………………….39
2.18 Conclusion…………………………………………………………….40
Chapter Three: WORK PLAN AND BUDGET APPLICATION................. 42
3.1 Work Plan Breakdown .............................................................................42
3.2 Budget Breakdown .................................................................................. 43
4. REFERANCE............................................................................................44
5..APPENDIX……………………………………………………………………………… 48

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 List of Figure Page

Figure 1: Waves of Public Sector Reform ………………………………...18

List of Tables
Table 2.1 The critical Factors of Customer Perceived Service Quality………39
Table 3.2 Number of Customers Served ………………………………

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 ACRONYMS

AAIA Addis Ababa Investment Agency

ASD Alternative Service Delivery
BPR Business Process Reengineering
CSRP Civil Service Reform Program
ECA Economic Commission forAfrica
EPRDF Ethiopian Peoples Revolutionary Democratic Front
FDI Foreign Direct Investment
GSDRC Governance and Social Development Resources Centre
IMF International Monetary Funds
NPM New Public Management
OECD Organization for Economic Co-operation and Development
PSCAP Public Sector Capacity Building Program
PSIP Performance and Service Delivery Improvement Policy
PSRPs Public Sector Reform Programs
PPP Public Private Partnership
SSA Sub-Saharan Africa
UNDP United Nation Development Program

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