Impact of service quality on  customer satisfaction

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 satisfactio