Abstract:
Customer satisfaction is the valuation of the perceived difference between expectations and
the practical use of the product or services of any organization. The level of customer
satisfaction can vary widely depending on the reference point the customer hold. Therefore,
this study is aimed to assess the effect of organizational culture on customer satisfaction in
case of Gamo Gofa Zone Zala Woreda Public Health Sector focusing on randomly selected
health care Centers. The study employed .both qualitative and quantitative type of data for the
purpose of the study.Data was collected from two sources (primary and secondary). In order
to collect the primary data, structured questionnaire was adopted and data collected through
Convenience sampling technique from customers and simple random sampling techniques
from employees of study organization. After reliability and validity of data was
tested,Structured questionnaires were distributed to 154 respondents and 146(95 %) were
returned. Moreover, interview with managers and employees were conducted to supplement
data collected by using questionnaire. Then, Data analyzed by using the SPSS version 20.00.
The ultimate findings are presented by using different tools like tables and pie charts. The
major finding of the study indicates that relationship among Organizational culture
dimensions (the independent variables) are significantly correlated with customer satisfaction
(dependent variable).As study explored that all independent variables have significant effect
on Customer satisfaction. According to regression analysis, Customer satisfaction is highly
affected by organizational culture with R Square 85% but the rest 15% is from excluded
variables. The result of the study indicate that the health sector is not given special attention
to allocating available resources in terms of material, human and financial resources that
facilitates customer satisfaction. Another critical issue raised is poor Reward and
measurement system in the study organizations in which employees are not measuring,
evaluating and rewarding according to their performance that discourage well performing
employees.
