An Evaluation of the Quality of Somalia's Services

Abstract

The quality of services provided by service-based organizations is a critical factor in a country's economic growth and development. In Somalia, the service sector is a significant contributor to the country's economy, providing employment opportunities and generating revenue. However, the quality of services provided by service-based organizations in Somalia has been a concern for the government and customers. There is a need to evaluate the service quality of Somalia's services to identify the areas that require improvement and develop effective strategies to enhance the quality of services provided. The problem is that there is a lack of research on the service quality of Somalia's services, making it challenging to identify the areas that need improvement and develop effective strategies to enhance the quality of services provided. This study aims to address this problem by evaluating the service quality of Somalia's services based on the SERVQUAL model. The SERVQUAL model is a widely used framework for evaluating service quality that measures the customer's perception of service quality based on five dimensions: tangibility, responsiveness, reliability, assurance, and empathy. This study's research problem statement is to determine the service quality of Somalia's services based on the SERVQUAL model, identify the areas that need improvement, and make recommendations to enhance the quality of services provided by service-based organizations in Somalia. The general objective of this study is to evaluate the service quality of Somalia's services using the SERVQUAL model, assess the five dimensions of service quality (tangibility, responsiveness, reliability, assurance, and empathy), identify areas that require improvement, and provide recommendations to enhance the quality of services provided by service-based organizations in Somalia. The specific objectives of the study are to measure the tangibility, responsiveness, reliability, assurance, and empathy of Somalia's services, identify problems related to the quality of services provided in Somalia, and make recommendations to solve these problems. The scope of the study is limited to evaluating the quality of services provided in Somalia and does not include an assessment of the country's overall economic or political situation. The study will be conducted using a quantitative approach, and data will be collected from customers of various service providers in different sectors, including healthcare, education, transportation, and finance. The study will also identify the challenges related to service quality in Somalia, such as lack of infrastructure, insufficient training of service providers, and inadequate government support. Somalia has been affected by decades of conflict, which has had a significant impact on the country's infrastructure and service provision. The lack of investment in these sectors has resulted in a deficiency of qualified professionals and inadequate resources, making it difficult to provide quality services to the population. The study area covers different sectors, including healthcare, education, transportation, and finance, where customers' feedback will be collected to assess the services provided. The findings of this study will contribute to the existing literature on service quality in developing countries and provide insights for future research in this area. Through this study, policymakers and service providers in Somalia will have an opportunity to understand the current status of service quality in the country, identify areas for improvement, and take measures to enhance the quality of services provided. In conclusion, the quality of services provided by service-based organizations is a critical factor in a country's economic growth and development. This study aims to evaluate the service quality of Somalia's services using the SERVQUAL model, identify areas that require improvement, and provide recommendations to enhance the quality of services provided by service-based organizations in Somalia. The findings of this study will contribute to the existing literature on service quality in developing countries and provide insights for future research in this area.