Assessment of the Effects of One Stop Service Centers in Service Delivery to Small and Medium Enterprise in Manufacturing Sector: The Case of Mekell City Tigray


Authors : Abrehet Mehari Gebreselassie

Volume/Issue : Volume 5 - 2020, Issue 1 - January

Google Scholar : https://goo.gl/DF9R4u

Scribd : https://bit.ly/396j47J

This study was aimed at assessing the effects of “One stop center” in service delivery to the customers of Small Medium Enterprise in manufacturing sector. It was conducted at Wood and Metal Work, Textile and Garment, Agroprocessing,Leather and Leather Product and Construction input in Mekelle City. The study was guided by one stop shop and service reception, processing and returning models. Using these two models the researcher identified the followings as crucial variables affecting the service delivery at “One stop service Centers” accessibility, transparency, fair and equal treatment, efficiency and effectiveness. This study was employed cross sectional mixed approach method. The data were collected using 123 personally administered based on proportional stratified sampling after pilot test was managed and descriptive and inferential statistics were applied for data analysis using SPSS version 25 statistical package. The results of the data analysis were presented using frequency and percentage. Interviews with 15peopls (10 SMEDA leaders and stakeholder ,5 selected SMEs owners) and 8 focus group discussion with SMEs council and experts including non-participatory observation of the researcher. The quantitative results indicate that the centers have failed to establish inclusive service delivery set ups and are still extractive. Mainly, One Stop service centers have no net effect of giving the customers the opportunity to get multiple interrelated services in one place to ensure better accessibility. Therefore, it is recommended that the centers have to re-design the service delivery system and establish integrative service delivery system, give due attention to human resource development and equipping the centers with office facilities. The study also recommends future research on effects of physical location of the centers upon customers with disability.

Keywords : One Stop Centers, One Stop Shop, Service Delivery, Efficiency and Effectiveness.

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