Department of management, College of business and economics, University of Gondar, Gondar, Ethiopia.
Department of special needs and inclusive education, College of education, University of Gondar, Gondar, Ethiopia.
PLoS One. 2024 Nov 22;19(11):e0314431. doi: 10.1371/journal.pone.0314431. eCollection 2024.
Lack of customer satisfaction in public service is one of the most important problems particularly in developing countries. Despite the efforts by governments to improve public service delivery, the resulting outcomes are quite limited. This demands evidence not only on the demand side but also on the supply side of the public service delivery in that how to motivate employees to improve their performance in satisfying customers. It is believed that finishing customers' issues within required time and serving them with impartiality are few of the many factors satisfying customers. The Theory of Planned Behavior was used to explore the intentions of employees towards finishing customers' issues within required time and serving customers with impartiality, and to study associations between their intentions and any of three factors (attitude, subjective norm and perceived behavioral control) that, according to the Theory of Planned Behavior, determine intentions. A total of 188 questionnaires were completed by employees in 12 organizations. Majority of the employees (88.8%) had a positive intention to serve customers with impartiality; 66.5% had the intention to finish customers' issues within required time. Employees had a more positive attitude and perceived behavioral control but lower subjective norm toward implementing both intentions. Attitude was positively associated (P<0.05) with the intention to serve customers with impartiality. Subjective norm was negatively associated with the intention to finish customers' issues within required time. Intervention programs aiming to increase the intention of employees toward customers' satisfaction should primarily focus on changing employees' attitude and secondarily on improving their subjective norms.
公共服务缺乏客户满意度是一个非常重要的问题，尤其是在发展中国家。尽管政府努力改善公共服务的提供，但收效甚微。这不仅需要对公共服务提供的需求方进行评估，还需要对供应方进行评估，即如何激励员工提高满足客户需求的绩效。人们认为，在规定时间内解决客户的问题并公平对待客户是满足客户的众多因素之一。本研究运用计划行为理论来探讨员工按时解决客户问题和公平对待客户的意愿，并研究他们的意图与三个因素（态度、主观规范和感知行为控制）之间的关联，根据计划行为理论，这些因素决定了意图。共完成了 12 个组织的 188 份问卷。大多数员工（88.8%）有公平对待客户的积极意愿；66.5%的员工有在规定时间内解决客户问题的意图。员工对这两个意图的态度和感知行为控制更积极，但主观规范较低。态度与公平对待客户的意愿呈正相关（P<0.05）。主观规范与按时完成客户问题的意图呈负相关。旨在提高员工对客户满意度的意图的干预计划应主要侧重于改变员工的态度，其次是提高他们的主观规范。
