SERVICE QUALITY AND CUSTOMER SATISFACTION IN ETHIOPIAN LEATHER INDUSTRY DEVELOPMENT INSTITUTE

This study's objective is to assess the level of customer satisfaction and product quality in consultation project office Ethiopian Leather Industry Development Institute. Importance cannot be undermined for any organisation. The processes practices Corporate governance should service gaps aim fulfil same. SERVQUAL instrument used conjunction with gap model carry out this research. five dimensions tangibles, reliability, responsiveness, assurance, empathy were gauge extent customers' expectations perceptions quality. A sample 240 respondents was selected using a non-probabilistic convenience sampling technique. According findings study all have shown negative score. indicates that customers leather industry development institute consultancy are dissatisfied provided them hence; there below their expectations. dimension lowest score assurance followed by tangibles responsiveness. analysis also indicate tangibility responsiveness two highest scores which makes these largest contributors customer’s dissatisfaction. Pearson correlation conducted examine relationship between results shows positive where tangibility, moderate while reliability weak satisfaction. Generally, only statistically significant impact on Accordingly, needs give more emphasis due attention improve