The Effects of Employee Work Ethics on Customer Satisfaction: The Mediating Role of Employee Job Satisfaction in Civil Registration and Residency Services Offices in Addis Ababa

Abstract

The aim of this study was to examine how employee work ethics (EWE) affect customer satisfaction (CS) both directly and indirectly through the mediation of employee job satisfaction (EJS) in Civil Registration and Residency Services Offices (CRRSO) in Addis Ababa. To this end, the study adopted a quantitative, cross-sectional survey design involving 385 respondents recruited from both employees and customers visiting the offices of three selected Woredas in Addis Ababa. The study employed both descriptive statistics (mean) and inferential statistics such as regression and mediation analysis using Hayes PROCESS Model. The results showed a strong, positive relationship among the three constructs. Mainly, the study confirmed a dual-pathway mechanism showing the direct effect of EWE (β=0.9521) on CS and indirect effect through EJS on CS (β=0.9029). On the contrary, the descriptive results confirmed that all the constructs are at below average levels (EWE = 3.27, EJS = 3.24, CS = 3.18) with EJS demonstrating significant variability with employees’ perceptions toward their satisfaction levels (SD=0.761). The study concludes that despite the existence of the mechanisms necessary for achieving high service quality, they are underutilized in practice in the CRRSO under study settings. The results also demonstrate that when EWE and EJS increases, CS increases. To realize this, CRRSO needs to work on enhancing EWE through upholding professionalism, responsibility, punctuality, responsiveness, and standard service practices. Stabilizing job satisfaction is equally important and can be done by improving working conditions and ensuring fairness in promotion and evaluation systems. EJS, due to its strong mediating role between EWE and CS, needs to be improved so as to boost ethical behavior, which in turn enhances CS. Since the present study was limited to a few Woredas, subsequent researches could explore whether similar patterns hold across entire CRRSO in Addis Ababa.