Assessment of Quality of Taxpayer Service in Western Addis Ababa Branch
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Assessment of Quality of Taxpayer Service in Western Addis Ababa Branch

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This work deals with service quality and the methods for its improvements tovreach the so called service excellence. Service quality is one of the critical concept that influence the competitiveness of an organization. Users of public service usually have little or no chance to go elsewhere for services. Organizations that provide public service need to take additional steps to insure that service are of high quality. SERVQUAL as an effective approach to measure the quality of provided services and analysis the gaps between customer expectations and perceptions of the service giving organizati...