Introduction

We are working on public organization that have service giving organization and to examine
SERVPERF its performance .we choose Addis Ababa water and sewerage authority specifically
Akaka branch because it is a good example of service giving organization .
Addis Ababa water and sewerage Authority is one of the public organization established under
The municipality of Addis Ababa for the supply of cleans water and provide west water disposal
Service to the inhabitants of the capital city of Ethiopia, Addis Ababa.
Addis Ababa Water and Sewage Authority (AAWSA) is the water service provider of Ethiopia's
capital city Addis Ababa. AAWSA was established in 1971 with a twofold mission: provision of
potable water to the city and sewerage system for the sanitary disposal of sewage. The sewerage
authority proclamation of March 16, 1972 and the previous instruments outlined the full scope of
AAWSA’s operations and powers, giving the authority the power to borrow, among other things.
The authority is organized as an autonomous public authority having its own separate judicial
personality.
It is fully owned by the regional government of Addis Ababa. The 2007 census estimates that
about 2,7 million people live in Addis Ababa. More recent 2016 estimates put the total number
of inhabitants at 3.4 million. These people are currently being supplied with drinking water
through about 375,000 connections.
AAWSA headed by city administration council board of management, and have eight branches
and a project office in the city.
AAWSA’s objective and responsibility as public organization lies manly in the supply and
provision of water and sewerage service which are among the most basic human needs.
Considering the growth of the service both in volume and complexity following the rapid growth
and expansion of the capital the challenges to be facing are enormous and too heavy. The
involvement of workers in the development process and the role played is enormous. Employee
of AAWSA has symbiotic roles to play. As a consumer they need its services and as employees
of AAWSA give the services.

Vision
“To see Addis Ababa having sufficient clean, potable and reliable water supply and modern
waste water disposal system that benefit its status and to line it among the best 5 African’s
Metropolis”
Mission
To deliver sustainable and adequate clean water and liquid waste disposal service in line with the
city’s speedy development via working hand in hand with stakeholders.
Values of AAWSA
- We shall supply clean water to all citizen of Addis Ababa
- We share create a city free from the hazardous posed by the liquid waste
- In relentless change and improvement we trust
- With knowledge and faith we lead
- Providing instant reaction is integral part of our service
- Cooperative work is fundamental in put to the realization of our mission! AAWSA,(2006)
Providing this all an organization’s Assessment of its employee performance appraisal is
very essential so as to succeed in its objectives.

Our main objective is to examine according to its performance by using SERFPERF model

Based on their findings Cronin and Taylor (1992) proposed a tool they called SERVPERF as the
replacement of SERVQUAL. They state that the performance-based scale developed is efficient
in comparison with the SERVQUAL scale. That is it only measures the perceived service
process performance and disregards expectation of the customers before their service encounters.
The rationale for doing so is because:
a. Measuring the customers expected service level before the service is rendered is not always
possible,
b. Measuring the expected service level after the service has been rendered is inaccurate as the
customer’s expectation by then has already been biased by the service rendered.
In this paper, the author uses SERVPERF. The researcher preferred SERVPERF as it provides a
benchmark based on customer opinions on their experience using key service quality attributes
identified in this study.
Dimension Item statement Frequency % percentage
Q1: Service firm has up-to-date
equipment
A) Tangible Q2: The physical facilities are visually
(4 items) appealing
Q3: The employees are well dressed
and appear neat
Q4: The appearance of the physical
facilities is in keeping with the type of
services provided
Q5: When the employees promise to do
something by a certain time, it does so
Q6: The employees are sympathetic and
B) Reliability reassuring when customers have
(5 items) problems
Q7: The employees are dependable
Q8: The employees provide their
services at the time they promise to do
so
Q9: The employees keep their records
accurately
Q10: The employees are expected to
tell customers exactly when services
will be performed
C) Responsiveness Q11: It is realistic for customers to
(4 items) expect prompt service from the
employees
Q12: The employees are expected to
always help the customers
Q13: It is a problem if the employees
are too busy to respond to customers’
requests promptly
Q14: The customers can trust the
employees
D) Assurance Q15: The customers are able to feel
(4 items) safe in their transactions with the
employees
Q16: The employees are polite
Q17: The employees should get
adequate support from the service
 firm’s management to do their jobs well
Q18: The employees are expected to
give customers individual attention
Q19: The employees are expected to
E) Empathy give customers personal attention
(5 items) Q20: It is expected that the employees
know what the needs of their customers
are
Q21: It is expected that the employees
have their customers’ best interests at
heart
Q22: The employees are expected to
have operating hours convenient to all
their customers

Result obtained from questioner collected from Addis Ababa water and sewerage authority
Akaka branch by using above servperf model

INDIVIDUAL AVERAGE RESULT(MEAN) = N1+N2+N3……N15

N15

EXAMPLE
the first customer choose average result = 2+2+2+3+3+3+2+3+4+2+2+4+2+3+3= 2.6(mean)
15
frequency Percent % Valid %
Very bad 1 6.67 6.67
Bad 3 20 20
Good 5 33.3 33.3
Very good 4 26.67 26.67
Validity Very 2 13.33 13.33
attractive
Total 15 100 100

In general If we see the customer choose the greater number of customer Addis Ababa water and
sewerage authority its performance is good but we cannot say it is attractive because of the
number that customer say bad is greater than attractive.
The Analysis of Data on the Service performance Dimensions and Customer Satisfaction

A descriptive statistics is employed to analyze the service quality dimensions and their relation to
customer satisfaction using mean and standard deviations. Mean score was calculated to show
the average responses to each question that was included under each dimension. In this study the
mean score between 4.51 to 5.00 is taken as excellent or very good, 3.51-4.50 considered good,
2.51-3.50 considered average or moderate, 1.51-2.50 fair and 1.00-1.50 is poor based on
common sense.

When we see customer answer from tangibility point of view (dimension)

A. Tangibility
Measurement Item Mean

Q1: Service firm has up-to-date equipment 2.666667 moderate

Q2: The physical facilities are visually appealing

2.666667 moderate
Q3: The employees are well dressed and appear neat
3.2 moderate
Q4: The appearance of the physical facilities is in
keeping with the type of services provided 3 moderate
Grand Mean 2.883

 Tangibility refers to physical facilities, equipment, and appearance of personnel also known
as physical evidence. As shown from above table the highest mean for this dimension comes
from the first item, handy electronic equipment; with the mean score of 3.2, indicating the
tangibility of appearance of personnel of AAWSA in AKaki branch is good. The second
highest mean comes from physical evidence the second item; with the mean value of 3
indicating customers’ satisfaction with is also good. In general, the grand mean score for the
tangibility dimension is 2.883 so we can say Tangibility refers to physical facilities,
equipment, and appearance of personnel also known as physical evidence of AAWSA in
Akaki branch is moderate.

B. Reliability
 Measurement Item Mean
Q5: When the employees promise to do something by a
certain time, it does so 3.466667 GOOD
Q6: The employees are sympathetic and reassuring
when customers have problems 2.933333 moderate
Q7: The employees are dependable
2.933333 moderate
Q8: The employees provide their services at the time
they promise to do so 3.066667 moderate
Q9: The employees keep their records accurately
3.066667 moderate
Grand Mean 3.09333
 In general, the grand mean score for the service reliability dimension is 3.09. Therefore,
the We are concludes that, in terms of reliability the level of satisfaction is moderate
C. Responsiveness

Measurement Item Mean

Q10: The employees are expected to tell customers

exactly when services will be performed 3.2 moderate
Q11: It is realistic for customers to expect prompt
service from the employees 3.666667 GOOD
Q12: The employees are expected to always help the
customers 3.2 moderate
Q13: It is a problem if the employees are too busy to
respond to customers’ requests promptly 3.466667 GOOD
Grand Mean 3.383

 In general, the grand mean score for the service Responsiveness dimension is 3.38.
Therefore, the We are concludes that, in terms of Responsiveness the level of satisfaction
is moderate

D. Assurance

Measurement Item Mean

 Q14: The customers can trust the employees
3.533333 GOOD
Q15: The customers are able to feel safe in their 3.666667
transactions with the employees GOOD
Q16: The employees are polite 3.4
moderate
Q17: The employees should get adequate support from
the service firm’s management to do their jobs well 3.733333 GOOD
Grand Mean 3.58

 Assurance dimension refers to the knowledge and courtesy of employees and their ability to
inspire trust and confidence including competence, credibility and security. The highest mean
score is 3.58 regarding whether the system is error free.
The grand mean for assurance is 3.58 indicating that the quality of the service being provided by
the organization is in good stage.

E. Empathy
Measurement Item Mean

Q18: The employees are expected to give customers

individual attention 3.333333 moderate
Q19: The employees are expected to give customers
personal attention 3.133333 moderate
Q20: It is expected that the employees know what the
needs of their customers are 4.066667 GOOD
Q21: It is expected that the employees have their
customers’ best interests at heart 3.466667 moderate
Q22: The employees are expected to have operating
hours convenient to all their customers 2.866667 moderate
Grand Mean 3.09333

 The highest mean for this dimension comes from the first item followed by the second item
which is the employees know what the needs of their customers are with the mean score of
3.46 The grand mean is also 4.06 which lies within an GOOD range.
Conclusion
 The main objective of this study is to examine the effects of Service performance by using
SERVPERF on customer’s satisfaction in Addis Ababa Water and Sewerage Authority
(AAWSA) by employing SERVPERF model with tangibility, reliability, responsiveness,
assurance and empathy as service quality dimensions.
 The findings of this study indicate that the level of customer satisfaction with the service of
Addis Ababa Water Supply and Sewerage authority is moderate in most service quality
metrics used in the study.
 Slow response from employees when customers encounter problems are blamed for poor
performance in many instances. On the other hand
 Moreover, awareness from both sides (customers and the employees alike) to utilize
electronic services is at lower stage. Some groups of customers are illiterate in the use of
electronic services that require internet literacy
• Large water consumers other than drinking need to be encouraged to dig wells of their own.
The effect of which will help to reduce the shortage of water which exists currently.
• Increased siltation, high turbidity, high treatment cost and reduction in storage capacity of
Legedadi and Gefersa raw water reservoirs should be avoided through integrated watershed
management in collaboration with regional governments and the people in the catchment areas.
• Regarding the performance of AAWSA:- - AAWSA is advised to make strict follow-up and
supervision on meter readers and money collectors to protect its customers; - The Authority is
advised to give more attention to the complaints as well as information supplied from its
customers so as to give efficient service; and - It is to the advantage of both to the customers as
well as AAWSA if money collection is being done on monthly basis. However, it requires
AAWSA to double the number of meter readers and money collectors.
• The remedy for unaffordable connection fee is to lay distribution networks in both sides of the
road which avoids crossing fee in addition to creating guarantee to the system to serve for longer
period.
• AAWSA should replace old pipes and rehabilitate the water treatment plants to minimize the
unaccounted for water
 Miss mach demand and supply ,corruption, shortage of raw material
(pipe manhole fitting)
RECOMMENDATION
 Government must give attention to construct dam, reservoir and infrastructure that gives
peoples other water supply method
 Training and educate employees how to handle customer
 Quick maintenance ,replacement and answer for customer
 Motivate employee with the appraisals (fair judgment respect your system)

References
Wondwosen Amare Gebresellassie (2014)
Jemal Abagissa, PhD
From google
From Addis Ababa water and sewerage Akaki branch