Yardstick international college

Department of leadership

CORPORATE GOVERNANCE AND ETHICAL SERVICE DELIVERY:

THE CASE OF SELECTED OFFICES OF GULELLE SUB CITY

By: Fekiremariam Belete Endale

ID No: MAL (1) 076/14

Advisor: DR GIDAY G.

A Draft Thesis Submitted to Department of Leadership, Yardstick

international college, in Partial Fulfillments of The Requirements for the
Award of Masters` Degree in Leadership.

May, 2023

Addis Abab
 LETER OF CERTEFICATION
This is to certify that thesis prepared by Fekiremariam Belete Endale entitled - corporate
governance and ethical service delivery: the case of selected offices of Gulelle Sub City and
submitted in partial fulfillment of the argument. Therefore as thesis advisor, I hereby confirm
this thesis is the output of research undertakes by Fekiremariam Belete Endale under my
supervision and that it is submitted for MA degree in master of Leadership. Therefore, I
recommend that the student fulfilled the requirement and hence thereby can submit the thesis to
the department of business administration.

Approved by:

Gidey (PhD) _______________. __________________.

Name of advisor Signature date

ii | P a g e
 EXAMINERS’ APPROVAL SHEET

POST GRADUATE STUDIES YARDISTIC INTERNATIONAL COLLEGE

This is to certify that the thesis entitled ― Corporate Governance and Ethical Service Delivery: the
Case of selected offices of Gulelle Sub City. Submitted in partial fulfillment of the requirement for
the Degree of Maser of leadership, in the graduate program of the Department of leadership, and has
been carried by Fekiremariam Belete Endale, under our Examination. Therefore, we recommend
that the researcher fulfilled the requirement and hence thereby can submit the thesis to the
department.

Submitted by:

Fekiremariam Belete Endale. ___________________. _____________

Name of student Signature Date

Approved by the examining committee:

1. __________________________. __________________. _________________

Name of the Chairperson Signature Date

2. __________________________. ___________________. _______________

Name of Internal Examiner Signature Date

3. __________________________. ___________________. _______________

Name of External examiner Signature Date

3|Page
 Letter of Declaration
I declared that this is my original work which was done in collaboration with my advisor and has
never been presented for the award of any master’s degree or other award in any other university to
the best of my knowledge, and that all sources of materials used for this paper have been dully
acknowledged.

Declared by:

Fekiremariam Belete Endale. _________ ___________

Name of student Signature Date

4|Page
Abstract

5|Page
 Acknowledgements

Special thanks to my supervisor Gidey (Ph.D.) for his unreserved support, continuous encouraged
and guide me through the research process. I further extend acknowledge the support of my
colleagues and study partners for their words of encouragement and motivation in the course of the
research. I also acknowledge the support of business administration department staffs which
contributed to the research process in one way or another. Finally, I owe it all to God who gave me
the strength and saw me through every stages of this course.

6|Page
 CHAPTER ONE

INTRODUCTION

1.1. Background of the study

The nature of the relationship that governs rules and regulations institutions defines governance
practices. It looks at the processes in a system, procedures and practices that need to be adhered to.
For one to maintain a variant change equality in society, order, and delivery of goods and services.
Good Corporate Governance from public sector points of view is also called corporate governance
and has many different definitions. Accordingly, Gisselquist (2014) defines public sector
(corporate) governance as the processes by which organizations direct, control, and held to account.
It encompasses authority, accountability, Transparency, leadership, direction, and management
exercised in the organization. As, Wampler & Touchton( 2011) describe, public governance has “a
comprehensive coverage, including how an organization manages, it's business and other structures,
its culture, its policies and strategies and the way it deals with its various stakeholders. In the same
manner, the determination of Corporate Governance in the Public Sector (International Framework)
is to stimulate better service delivery and improved accountability by establishing a benchmark for
good governance in the public sector. Most governance codes focus on delivering good governance
practices at an organizational level (Gisselquist, 2014). In the same manner, Lvw et al. (2003) the
spirit and notion encompass how public sector organizations clear their responsibilities of
stewardship by being open, accountable, and prudent in decision making, in providing policy
advice, and in managing and delivering programs.” Public sector governance includes the policies
and events used to direct an organization’s activities to provide reasonable assurance that objectives
met and operations carried out in an ethical and accountable manner (Kothari, 2013).

As Hernández et al. (2017), sound functioning public sector delivers quality available services
consistent with citizen preferences just as advancing private market-drove development as a similar
time. The overseeing financial assets judiciously are viewed as essential to the accomplishment of
Millennium Development Goals. The same to Hernandez, the UNDP, 1997 (PNUD, 2015) (the
United Nations Development Programs), Good public sector governance generally focuses on two
main requirements of institutions:

a) Performance refers to the institution uses its governance arrangements to contribute its overall
presentation and the delivery of its goods, services, or programs.
7|Page
b) Conformance is an institution uses of its governance arrangements to make sure it meets the
requirement of the law, regulation, published standards, and community expectations of goodness,
accountability, and openness.

Government institutions performance is measured through service delivery to its people (Eigema,
2007). The best yardstick to measure government performance of corporate governance is through
service delivery to the people. Public expectation in the public sector performance in delivering
services consistent with citizen preferences has been considered weak in developing countries
(Palladan, Kadzrina, & Chong, 2016). Abe and Monisola (2014) contend that government is
expected to deliver better services to its people. They provided the indices of measuring service
delivery to the people as low inflation, better education, and provision of improved health care at
affordable rates, provision of clean water, provision of good road networks. Abe and Monisola
(2014) contend that lack of transparency and accountability leads to corruption which may also be a
reason for ineffective provision of social services for the people at the local level. Kjaer (2011)
submitted that where a local authority is genuinely accountable to a local electorate, it displayed
more incentive to improve the services for which it is responsible. The study revealed that
accountability is essential to improved performance.

In Africa, many countries have carried out reforms aimed at decentralizing the political,
administrative and fiscal structures of the public sector. The need to transform the structure of
governance is informed by the view that decentralization increases the overall efficiency and
responsiveness of the public sector in providing services, an outcome that enhances economic
development and contributes to a reduction in regional disparities decentralization has advanced
considerably in the last two decades (Amusa & Mabugu, 2016). Moreover, many African central
governments have initiated or deepened processes to transfer authority, power, responsibilities, and
resources to sub-national levels.

Ethics is at the core of professionalism and efficiency in the public service. The Charter for the
Public Service in Africa calls ethics “the standards which guide the behaviors’ and actions of
personnel in public institutions.” Its twenty-second article defines ethics as “a sound culture based
on certain values and principles,” which include efficiency, professional discipline, dignity, equity,
impartiality, fairness, public spiritedness, and courtesy in the discharge of duties. In view of this,
public-service ethics are broad norms that indicate how public servants, as agents of the state,

8|Page
should exercise judgment and discretion in carrying out their official duties (UNDESA 2000).
According to Ashour (2000), Practice of unethical behavior make the individuals find it necessary to
do a cover up which reduces effectiveness. Employees should promote ethical behavior by setting a
good personal example in the workplace. Personal work ethics and ethical behavior needs to be
taught at an early age by parents, society and educators.

However, growing urbanization, industrialization and population influx put continuous pressure on
the cities administration. The economic condition is low and social services are minimal. The
magnitude and intensity of the problems are beyond the financial means of the City to alleviate
them. The most visible manifestation of the urban crisis in Addis Ababa is the lack of the essential
basic amenities such as piped water, sanitary facilities, electricity, telecommunications and road
networks. Where they are provided, these facilities are insufficient and therefore do not meet the
requirements of the users.

1.2 Background of the Organization

Gulelle sub city is one of the 11 sub city of Addis Ababa. The sub city occupies a total area of
3119.1 hectares of land. It is located in the north of Addis Ababa. The neighboring sub cities are
border Addis Ketema sub city and Arada sub city in the south, Kolfe Keraniyo sub city in the west,
Yeka sub city in the east and Oromia region in the north. Gulelle sub city composed of 10 woreda
administrations; has 73 zones, 200 former “kebele” and 546 blocks. The sub city is located about
2449-3016 meters above sea level. Therefore, compared to other sub cities, it shows that the Gulelle
sub city has a mountainous area and highland climate and relatively favorable climate for residence.
Based on the data obtained from AA city annual book (2008 EC) 10% of the total population of
Addis Ababa living in this sub city. Currently, the Gulelle sub city is comprised of 57 offices. Of
which this paper focused only four offices purposely, these are Job creation and industrial
development office, Trade and industry office, Land management office, and Manpower and

Human resources Development office. These four offices selected for this research because of the
following criteria; large numbers of staffs, weak customer’s satisfaction and complaints’, prone to
bribery, corruption, need for effective governance, weak community and stakeholders engagement.

1.1.1. Power and Functions of Sub City Council

Sub-cities are the second layer of the Addis Ababa City Government and each sub city is structured
comprising of three departments: a Sub-city Council, a Sub city Administration and an Executive

9|Page
body. The functions and power of each Sub city Council in general are related to governing the
Kebele Administrations within its boundary and ensuring how laws and orders are being exercised.
According to Addis Ababa city charter (Proclamation no 361/ 2003), a Sub-city Council, being
accountable to residents of the respective sub-city and the City Council, shall: approve economic,
social development and municipal service plans of the respective Sub-city; elect the Chief Executive
and the Deputy Chief Executive of the Sub-city from among its members recommended by the
political party with the majority of seats in the council; approve the appointment of members of the
Standing Committee of the respective Sub-city upon nomination by the chief executive thereof;
allocate the budget set aside to it by the City Council; constitute the committees of the council of
Sub-city; receive, examine and decide upon the annual and periodic reports from the chief executive
of the respective sub-city; issue internal regulations that govern the operations of the Sub-city
council.

However, Gullele Sub City council role focuses more on the implementation of policies rather than
formulating and planning their own issues. Sub city administrations are not fully empowered in the
approval of their plans and use of the collected revenue to finance their expenditure. They are
supposed to submit it to the city government, they collect local taxes - but not use it and prepare
budgets, but not approve it. They are unable to recruit their staff when necessary without the
approval of the city government. According to the key informants, this has affected the service
delivery in the sub cities. For them sub cities are expected to provide adequate service. However,
due to lack of financial, human, material and information networking problems there are complaints
from service users. This is due to their inability to recruit and use what they have collected for their
own purposes.

1.3. Statement of the Problem

The subject of corporate governance is a relatively new discipline and has attracted worldwide
attention because of its apparent importance for strategic health of organizations and society in
general (Jackson, 2007). Corporate governance is critical to the all sector in general and the public
service sector in particular. Poor corporate governance results in bankruptcy that has tremendous
negative consequences on macroeconomic activities and public confidence in general and
shareholders in particular. A sound corporate governance framework is also very imperative for
emerging economies since it is one of the most important elements of an enabling environment for
investors’ confidence, which in turn fosters sustainable economic growth and development. There is

10 | P a g e
no contradicting that the present economy deserves a sound, stable and better public office ethical
service delivery (performance) following the causative factors, such as unethical and unprofessional
practices, poor management quality among others which contributed to low level of performance
and sometimes lead to failure of ethical services.

In African context, Asiimwe (2015) stated that corporate governance become widely used in public
organizations, since the year 2000, the population of corporate governance in public institutions
resulted from a growing realization that the need managers to run them and management boards to
ensure that the institutions are run effectively and in the right direction(Admas, 2002). Hence,
corporate governance has become popular in the non-profit- making institutions in Africa, because
it is seen as a strategy from promoting good performance of the institutions by prevailing poor
governance from taking root. Monks and Minow (2004) argue that the world wide concern for
transparency and accountability in all types of human endeavors has solidified the popularity of
corporate governance in public institutions. The concern for public institutions to have practices and
procedures that enable them to achieve their objectives and meet stakeholders expectations has
governance to find a firm grounding in city governance(Clarke, 2007).

According to UN HABITAT (2008), basic indicators clearly show the extent of the problem in
Addis Ababa. For instance, 26 percent of the houses have no toilet facilities (not counting the
informal houses), 33 percent of households share a toilet with more than six families, 29 percent has
no separate room for cooking, and 34 percent of the residents depend on water from frequently
interrupted public taps. This implies that over half of the households in Addis Ababa including
informal settlements, have neither private nor shared toilet facilities, resulting in an indiscriminate
use of drains, open spaces and waterways. Solid waste disposal is also a major problem in the city.
Drainage facilities are absent in most areas and this makes the most part of the city liable to
flooding during heavy rainfall. A city’s economic activity and its competitiveness depend heavily
on the reliability of its power supply. Deficiencies in power supply in Addis Ababa are so high that
power rationing has become a norm. As a result virtually all manufacturing firms, big enterprises
and institutions are forced to have their own electric power generator to cope with the unreliable
public power supply. It is clear that Information and Communication Technology (ICT) has been
playing an important role in tackling a wide range of health, social and economic problems. The
ICT services in Addis Ababa provided by the publicly owned Ethiopian Telecommunication
Corporation (ETC), has not been able to meet the growing demand of the population. Poor

11 | P a g e
transportation service, traffic accidents, congestion and pollution are among the serious problems of
the city.

The housing problems in the city are overwhelming and the total housing production has been
inadequate in relation to need. The housing problems in Addis Ababa manifest themselves not only
in terms of quantity but also in quality. The majority of the population lives in areas where the
housing conditions have deteriorated significantly with the associated degree of lack of necessary
facilities. Therefore, the full force and commitment of the federal as well as competent, responsive
and autonomous city government is required if the city is to overcome the pressing problems most
residents face on a daily basis. To sum up, Addis Ababa city Admiration; the researcher noted that
the main challenges to better service delivery were interference and political manipulation,
corruption and lack of accountability and transparency, inadequate citizen participation, poor human
resource policy, failure to manage change, lack of employee capacity, poor planning, and poor
monitoring and evaluation system ( Belay and Ayele, 2011 ).

Corporate governance is therefore fundamental in promoting fair, efficient, transparent,

administration of corporations to meet well defined objectives, the systems and structures of
operating and controlling corporations with a view to achieving long term strategic goals that satisfy
the owners, suppliers, customers and financers while complying with legal and regulatory
requirements and meeting environmental and society needs.

In the Ethiopian context a lot of the empirical studies were carried out on corporate governance in
bank sector (Asenakech, 2013; Abebe, 2015; Daniel, 2019, Mengistie 2019, Melkamu, 2020,
Nestanet, 2019). Only a few studies show corporate governance public institutions. Despite some
attempts on the influence of corporate governance on organization performance in manufacturing
sectors and construction industry, there is none actually empirical research available in Ethiopia
concerning the influence of corporate governance on ethical service delivery in Gulelle sub city
selected offices in Addis Ababa.

Finally, the researcher attempted to bridge the aforementioned empirical gap and mitigate the
prevailing problems encountered by Gulelle sub city examining the influence of corporate
governance and ethical service delivery. This research attempted to answer the following questions:
What is the relationship between identified corporate governance practices and ethical service

12 | P a g e
delivery of Gulelle Sub City in Addis Ababa? What are the effects of corporate governance
practices on ethical service delivery of Gulelle sub city selected offices?

1.4. General Objective of the Study

The main objective of the study is to examine the influence of corporate governance practices on
ethical service delivery in selected public offices in Gulelle Sub City.

1.4.1. Specific Objectives

The specific objectives of the study are to:

i. Assess the influence of accountability on ethical service delivery.

ii. Determine the influence of transparency on ethical service delivery

iii. Assess the influence of Stakeholder participation on ethical service delivery

iv. Examine the effect of consensus orientation on ethical service delivery

v. Determine the effect of rule of law on ethical service delivery

vi. Establish the combined effect of accountability, transparency, participation, rule of law, and
consensus orientation on ethical service delivery.

1.5. Research Hypotheses

The hypotheses of the study are:

H1: Participation has a positive effect on ethical service delivery.

H2: Accountability has a positive effect on ethical services delivery.

H3: transparency has a positive effect on ethical services delivery.

H4: consensus orientation has a positive effect on ethical service delivery.

H5: Rule of law has a positive effect on ethical service delivery

H6: participation, accountability, transparency, rule of law, and consensus orientation jointly has a
significant influence positive on ethical service delivery.

1.6 Scope and Limitations of the Study

1.6.1 Scope of the Study

The study was carried out in Addis Ababa city admiration Gulelle sub city four selected offices.
Delimitations refer to the scope or boundary of the study imposed by the researcher (Knafl, Leeman,
Havill, Crandell, & Sandelowski, 2015). The first delimitation identified is that the selection process
for the target population in the single organization (Sub city) under study. Other individuals from
13 | P a g e
the same corporation or other corporations may be better able to answer the questions, but a larger
target population and or multiple organizations would involve more time and costs than currently
available. The second delimitation is that the population was from one area and from one company.
The geographical restrictions bounded the study, as the information gained may not necessarily
apply to other types of businesses or locations. The researcher have learned more on the topic using
more than one company within the same industry and in different geographical locations. The study
was conducted by the time duration from February, 2023 to June, 2023. Methodologically this study
used descriptive and explanatory research design through quantitative approach.

1.6.2 Limitations of the Study

Even though this research added to the practice in the area, its findings were viewed with the
following limitations. Firstly, the proposed study’s findings were only applicable to the selected
four offices in the Gulelle sub city, and generalizing the findings is difficult because the data
gathered only from four offices in the Gulelle Sub City, Addis Ababa, Ethiopia. Secondly, the
current study was based on a self-reporting survey. A self-reporting survey can inflate or deflate the
relationship between the exogenous and endogenous variables. Moreover, the study was a cross-
sectional design, in which data gathered over a specific, short time interval to generalize the
hypotheses. Thirdly, This study focused exclusively on five practices of corporate governance
(accountability, Transparency, Consensus orientations, Rule of Laws, participation) and Ethical
services delivery (i.e., Fairness, Impartiality, Compassion, Responsiveness, Integrity sensitivity,
Inclusive)

1.7. Significance of the Study

It is believed that the study was invaluable importance for different actors in the Corporate
Governance system on ethical services delivery as follows:

o Policy makers may find the study useful as a basis of formulating policies and procedures which
can be effectively implemented for better and easier regulation of services delivery.
o The government could use the study so as to come up with clear criteria of promoting CG in
public offices at local admirations and ethical services delivery of Ethiopia.
o Researchers in particular and academic community in general could use this study as a stepping
stone for further studies on public service providing organizations CG issues.

14 | P a g e
o Management of the government office may find the study invaluable in making decisions
regarding corporate governance issues and ethical serves delivery for the community at local
level.

1.8. Operational Definition of Terms

Ethics is “the standards which guide the behaviors’ and actions of personnel in public institutions.”
the values and principles of ethics which include professionalism, discipline, efficiency,
dignity, equity, impartiality, fairness, public spiritedness and courtesy in the discharge of
duties (Charter for the Public service in Africa, 2001).

Quality of service delivery is the standard services that are the expectations that meet the needs and
wants of the customers, and other stakeholders including reliability, responsibility,
assurance, tangibles and empathy.

Integrity means maintaining high standard of trust and honesty. It is a commitment to set values
that one’s beliefs are consistent and do not compromise their values or trustworthiness for
personal gain or professional enhancement.

Accountability is to take responsibility for functions and actions holders of public office are
accountable for their decisions and actions to the public and must submit themselves to
whatever scrutiny is appropriate to their office.

Courtesy is the consideration for the customer's property and a clean and neat appearance of contact
personnel, manifesting as politeness, respect, and friendliness.

Credibility includes factors such as trustworthiness, belief and honesty. It involves having the
customer's best interests at prime position.

Security enables the customer to feel free from danger, risk or doubt including physical safety,
financial security and confidentiality.

1.9. Organization of the study

The research was organized in to three chapters. The first chapter introduces what the study is about
and gives a brief introduction about the study, the problem statement, the objectives, hypotheses,
significance, scope and limitations of the study while chapter two provides a highlight of pertinent

15 | P a g e
theoretical and empirical reviews of the literature and conceptual framework relevant to the study.
The third chapter provides description about the methodology and the variables used in the study.

16 | P a g e
 CHAPTER TWO

LITERATURE REVIEW

2.1 Introduction
This chapter presents a literature review on both the study variables. The variables include corporate
governance practices and ethical service delivery and it shows how corporate governance practices
can affect the service delivery. The chapter also presents the theoretical and conceptual framework
of effect of corporate governance practices on ethical service delivery.

2.1 Theory of corporate governance

2.1.1 The Agency theory

Most research on corporate governance was grounded on the agency theory. It emphasizes
separation of ownership from control (Clarke, 2004). According to Mallin (2004), agents are
managers, principals are the owners and the board acts as the monitoring mechanism. It is assumed
if management is not controlled they will run with profits and resources. The theory assumes
management is selfish and reluctant to forward the interest of principals hence they should be
controlled and monitored.

2.1.2 The Stakeholder Theory

The stakeholder theory is one of the renowned corporate governance theories as it argues that,
organizations do not operate in a vacuum but in the communities and society therefore should be
responsible to the stakeholders. The theory also postulates that, the organization has various and
diverse stakeholders who have interest that should be balanced by the corporation (Clarke, 2004).
Some of the stakeholders include ratepayers, employees, government, creditors and civic
organization. The stakeholder theory is valuable in exploring the importance of corporate
governance in service delivery especially in organizations with multiple stakeholders like local
authorities.

2.1.3 The Performance Prism Theory

On the service delivery aspect which is essentially performance the performance prism theory were
used. The performance prism framework has five facets, the top and bottom facets and three other
facets (Adams and Andersen, 2015). The facets represent stakeholder satisfaction, stakeholder
contribution, strategies, processes and capabilities (Adams and Andersen, 2015). The most
important aspect in the performance prism is what the stakeholders expect from the organization
17 | P a g e
and what the organization expects from the organization. Corporate governance issues affect
delivery of services to stakeholders.

2.1.4. The stewardship model

In the stewardship model, managers are good stewards of the corporations and diligently work to
attain high level of corporate profit and share holders’ returns (Donaldson and Davis 1994).
Donaldson and Davis note that managers are principally motivated by achievement and
responsibility needs’ and given the need of managers for responsible. Self-directed wok,
organizations may be better served to free managers. From subservience to non-executive directors
dominated boards. According to Donaldson and Davis, ‘most researchers into boards have has as
their prior belief the notion that independent boards are good and so eventually produce the
expected findings.

However, supporting, stewardship theory are the individuals who contributes their own money and
other resources to non-profits organizations to become a director. In analyzing the welfare
distributed to stakeholders through introducing a Tabelini (1996) made provision in their equations
to include the welfare contributed by controllers. In commenting on stewardship theory, Hawley and
Williams (1996) state that “The logical extension is either towards an exclusive-dominated board or
towards no board at all”

2.1.5. The stakeholders’ model:

In defining ‘stakeholder theory’ (1994) states: “The firm” is a system of stake holders operating
within the larger system of the society that provides the necessary legal and market infrastructure
for the frim’s activities. The purpose of the firms is to create wealth or value for its stake holders by
converting their stakes into good and services. This view is supported by Blair (1995) who
proposes: the good of director and management should be maximizing total wealth creation by the
firm. The key to achieving this is to enhance the voice of and provide ownership-like incentives to
those participants in the firms who contribute or control critical, specialized inputs (firm specific
human capital) and to align the interests to these critical stakeholders with the interest of outside,
passive shareholder. Consistent with this view by Blair to provide ‘voice’ and ‘ownership’ like
incentives” to critical stakeholders’

18 | P a g e
2.1.6 Work Ethics
An important element of any profession is the code of Work ethics that regulates the conduct and
behavior of professionals in any one given field (Davis, 2002). A professional code of work ethics
also serves as an instrument for ensuring that professionals offer quality service and effectively
cater for the needs of their clients, which prohibits inappropriate behavior by professionals
(Wainaina et al. 2015). Most organizations have put in place professional code of work ethics that
set down standard of integrity, professionalism, and confidentiality that employees of the
organization should adhere to in their workplace. The organizations promote professionalism,
enforce sound policies, improve rewards, and improve transparency in recruitment and observe
other Human Resource policies.

The organization staffs are expected to adhere to the work ethics and anti-corruption legislations,
implement codes of conduct, improve induction programs and accuse corrupt acts. Sarji, (1995)
defines professionalism as a means of excellent work culture which is a responsibility to do well. It
is a calling for the employees do their best, for anything less would be embarrassing to the
organization, thus an engrained pride in performance. Public service professionalism requires that
staffs that join the service are trained in basic skills and have shared morals to ably discharge their
duties. Public service professionalism is defined by loyalty, neutrality, transparency, diligence,
punctuality effectiveness, impartiality and other specific values to individual countries (United
Nation Development, 2000).

Article 21 of the charter for the Public Service in Africa (2001), states that “Professionalism
manifests itself in the public service employee’s behavior at work and in their regular effort to
improve, reinforce and update their tasks and enhancing productivity”. This means that public
officers should be unbiased, objective, fair, and competent and serve the public interest 12 in their
operations.

Ssonko (2010) states the practices and behaviors that compromise work ethics to be, accountability,
transparency, integrity and professionalism as corruption, conflict of interest, human resource
malpractices and others. This leads to lack of direction for integrity and weakened state of
professionalism. It reduces efficiency, lowers performance, increases lack of fairness and spreads
corruption. To reduce this, organizations require a system of measures to promote work ethics,
accountability, integrity, transparency and professionalism.

19 | P a g e
All the Government organizations have a duty to adopt all these recommendations when making
their codes of conduct while others opt to use the Public code of conduct and not draw their own.
Smith et al. (1999) states some of the various unethical practices done in the organizations,
including the use of office equipment to help family do schoolwork, playing computer games on
office during working hours, using office equipment to do internet shopping, blaming an error on
technological fault etc. It is also immoral to visit pornographic websites using office equipment. A
gift from the supervisor is also unacceptable, gifts from suppliers; and a prize won at a raffle at
suppliers at a supplier’s conference is immoral.

All these immoral, unethical behaviors and attitudes according to Ujomu (2001), serve as indication
deteriorating and degeneration of ethical values system that society desire for intense socio-
economic development. There is an observation that standards in community life are diminishing
that raises questions about the costs of bad behavior on the part of employees who have been
entrusted with guarding public interest and resources. This leads to costs in trust and confidence in
public institutions and losses in important resources meant to support organizational development.
There is a universal move to restore a measure of trust and integrity in public institutions and
officials, to maintain democracy and promote better control (Bertucci, 2000).

2.3. Corporate Governance practice and public service delivery

Good Governance from public sector points of view is also called corporate governance and has
many different definitions. Accordingly, Gisselquist (2014) defines public sector (corporate)
governance as the processes by which organizations direct, control, and held to account. It
encompasses authority, accountability, Transparency, leadership, direction, and management
exercised in the organization. As Wampler & Touchton (2011), describe public governance has “a
comprehensive coverage, including how an organization manages, its business and other structures,
its culture, its policies and strategies and the way it deals with its various stakeholders. In the same
manner, the determination of Good Governance in the Public Sector (International Framework) is to
stimulate better service delivery and improved accountability by establishing a benchmark for good
governance in the public sector. Most governance codes focus on delivering good governance
practices at an organizational level (Алали А., 2018). As, Lvw et al., (2003) the spirit and notion
encompass how public sector organizations clear their responsibilities of stewardship by being open,
accountable, and prudent in decision making, in providing policy advice, and in managing and
delivering programs.” Public sector governance includes the policies and events used to direct an

20 | P a g e
organization’s activities to provide reasonable assurance that objectives met and operations carried
out in an ethical and accountable manner (Kothari, 2013).

Hernández et al. (2017) revealed that sound functioning public sector delivers quality available
services consistent with citizen preferences just as advancing private market-drove development as
a similar time. The overseeing financial assets judiciously are viewed as essential to the
accomplishment of Millennium Development Goals. The same to Hernandez, the UNDP, 1997
(PNUD, 2015) (the United Nations Development Programs), Good public sector governance
generally focuses on two main requirements of institutions:

a) Performance refers to the institution uses its governance arrangements to contribute its overall
presentation and the delivery of its goods, services, or programs.

b) Conformance is an institution uses of its governance arrangements to make sure it meets the
requirement of the law, regulation, published standards, and community expectations of goodness,
accountability, and openness. However this study will employ only five of the practices of CG in
public sectors (i.e., accountability, Transparency, Rule of Law, Participation, Consensus
Orientation).

2.3.1. Accountability and service delivery

Accountability is one of the keystones of good governance theory, which denotes the responsibility
of the government towards the governed and the mechanism through which people can exercise
their influence over the government (Costa et al., 2007). Accountability is a complex and multi-
faceted concept that is difficult to define in precise terms (Koroso et al., 2013). It is applicable based
on their responsibility in governmental institutions, the isolated sector, and civil society
organizations must be answerable to the public and their institutional stakeholders. In general, the
organization is responsible for those who will be affected by its decisions or actions. Accountability
cannot be compulsory without transparency and the rule of law (Koroso et al., 2013).

The public at an organizational level, service delivery has accountability towards its stakeholders
such as owners, employees, unions, and society. The service delivery accountability described here
is a continuous cycle or system (Kenosi, 2011). A systemic approach enables an agency to identify,
collect, and use the information or data on which accountability is eventually based. Service
delivery accountability starts with identifying the agency's strategic goals. Following that, agency
service delivery goals in support of the strategic objectives defined by the organization annual plan
21 | P a g e
(Summermatter & Siegel, 2009). Then, performance measures developed in organizations and a
baseline established to permit assessment of whether the goals are actuality met (Gilbert Kiplimo &
Patrick Amisi, 2018). When these measures are together with the Merit System Principles
framework, the agency can develop a profile and comparisons of how well it performs in
implementing service delivery consistent with the Principles, the backbone of the service delivery
principles (Summermatter & Siegel, 2009).

2.3.2. Transparency and service delivery

Transparency means that decisions applied by management and their enforcement make in a manner
that follows the rules and regulations (ESCAP, 2019). Besides, the Public administration literature
review shows that transparency in public institutions receives as one of the fundamental descriptions
of good governance. When citizens are adequately informed and capable of seeing what government
officials are doing, they can excitedly interact with their government institutions to set up a dialogue
on social and economic development issues in the society (Hamza, 2017).

Transparency, as broadly distinct, relates to the full flow of information within a polity. Lengthy
literature pressures the importance of the provision of information to the populace to ensure the
accountability of government emphasizes the role of transparency as a factor of government
performance (Hollyer et al., 2012). According to Arndt & Oman, (2011), socially appropriate
service delivery has to: (a) treat employees following the principles of respect, transparency,
honesty, and long-term nature of changes; and (b) respect employer's privacy, and, as a
consequence, to have respect, freedom, and autonomy as organizational values. The distribution of
information during the organization is critical to providing high-quality service and products to its
customers. Information dissemination involves making information available to decision-makers
wherever they locate (Hollyer & Vreeland, 2018). Employees who transparently have access to such
information are more likely to feel empowered and are better able to participate in decision-making
Hollyer et al.(2012) and it makes them give good service delivery to citizens. Information
distribution also helps managers accept more participative leadership styles and work
configurations, leading to greater employee involvement and, ultimately, better employee relations
Gomez-Mejia et al. (2003) make employ confidence and productivity.

22 | P a g e
2.3.3. Rule of Law and Ethical service delivery
It is a broader political consensus that the rule of law is a necessary foundation for efforts to achieve
good governance (S & Council, 2007). One rule of service delivery is Citizen’s charters, helping
public agencies to manage the expectations of service users, providing a framework for
consultations with service users, encouraging public agencies to measure and assess performance,
making public agencies more transparent, pushing public agencies to improve performance, and
increasing satisfaction of service users (History et al., 2018).

Besides, Justice value as central in Good governance. Therefore, it values justice as most important
for establishing a just society in which people from all occupations, from different faiths, can live in
peace and harmony with no discrimination (PNUD, 2015). Equally, important, good governance
requires a proper legal structure that must be applied objectively to give full protection to the human
rights of the people, most especially those minorities(S & Council, 2007). Implement the rule of low
effectively; there must be an unbiased implementation of laws that require an independent judiciary,
an impartial, and a corrupt-free police force Thomas g Weiss, (2000) on service delivery.

The rule of law mentioned to a principle of governance in which all institutions and entities, public
and private, including the state itself, we are accountable to regulations that publicly broadcast,
equally enforced, and independently adjudicated, which were consistent with international human
rights norms and standards (S & Council, 2007). It obligatory, as well, measures to ensure
adherence to the principles of supremacy of law, equality before the law, accountability to the law,
fairness in the application of the law, separation of powers, (Aulianida et al., 2019).

2.3.4. Participation and service delivery

It refers to the procedure by which both all citizens have a voice in decision making directly or
through legitimate middle institutions that represent their interests (Lopes et al., 2017). Good
governance also requires that civil society have the opportunity to participate during the formulation
of development strategies that directly affected communities, and groups should be able to
participate in the design and implementation of programs and projects (Stumbraitė-Vilkišienė,
2007). Even where projects have a secondary influence on specific localities or population groups,
there must be a consultation process that considers their views. This feature of governance is an
essential element in securing commitment and support for projects and enhancing the quality of
their implementation (Li et al., 2020). On the one side, Wosen Ketema, (2019) mentions some

23 | P a g e
researchers take Participation to mean simply engaging with any particular activity. On the other
side, investigators define Participation as a process through which people impact and share control
over development initiatives (Wordl Bank, 2003).

2.3.5. Consensus Orientation and service delivery

There are several performers and as many views in a given society. Good governance needs
mediation of the different interests in society. It helps to reach a broad consensus in society on the
best part of the whole community to achieve government plan. It requires a comprehensive and
long-term perspective on the need for sustainable human development and achieves the goals of
such action (UNESCAP, 2019). Providing More and Better Information is one of the most powerful
tools at the customer’s disposal is exercising his or her right to excellent services (PASD
Togetherer, 1958).

The service delivery and other practices in the organizations are positively related to the consensus
orientation dimension of good governance at the corporate level. Nowadays, in many countries,
service delivery is approached with a context-specific nature (Kosec & Wantchekon, 2018). Service
delivers professionals design, implementing systems and practices by considering the context. They
believe the Historical, Cultural, and Social context of a given society/community or the country in
designing and implementing organizational policies and practices (Government, 2020).

The consensus orientation through Good governance principles dimension to service delivery is
critical (Roy, 2017). Because multi-national companies operate in diverse cultural and economic
environments, multi-national companies need to provide equal opportunity in all international
citizens’ activities to serve, regardless of their gender, race, age, and cultural background (Kosec &
Wantchekon, 2018).

As, Richard & Kirby, (1999) the policies and practices of an organization do not effectively reflect
workplace equality, then employees will create a bad image and perception about the entire
processes of the organization Employee-oriented or centered service delivery practices and
developing consensus contribute to creating good governance in an organization. Consensus
oriented service delivery practices address the personal and family needs of employees beyond the
minimum legal requirements and motivate for good service delivery to citizens (PNUD, 2015).

24 | P a g e
2.4 Empirical review
Corporate governance refers to a set of practices, laws, and processes that control the management
and operation of a company or organization. It primarily ensures that the interests of all stakeholders
are protected and that the organization is run in an ethical and responsible manner. Ethical service
delivery, therefore, is a key indicator of good corporate governance. This review paper examines the
empirical research on the effects of corporate governance on ethical service delivery in line with
transparency, accountability, rule of laws, stakeholders' participation, and consensus orientation.

Transparency is essential in corporate governance as it ensures that all stakeholders are informed
and aware of the organization's operations, decision-making process, and financial performance.
According to Muttakin, Khan, and Subramaniam (2015), transparency is positively related to ethical
behavior, as it enables stakeholders to monitor the organization's activities and hold its management
accountable. In a study conducted by Agyemang, Ahenkan, and Adom (2017), it was found that
companies with higher levels of transparency were more likely to adopt ethical practices and
become socially responsible.

A key aspect of corporate governance is accountability, which involves holding the organization's
management responsible for their actions and decisions. Studies have shown that companies with
accountable leadership are more likely to engage in ethical practices than those without (M. Khan,
2015). In a study by Cordeiro, Araujo, and Galvao (2018), it was found that accountability was
positively related to ethical service delivery in Brazilian public organizations. When the
management is held accountable for their actions, they are less likely to engage in unethical
practices that may harm stakeholders.

The rule of law is a fundamental principle of good corporate governance. It ensures that the
organization operates within the legal framework and respects the rights of all stakeholders.
According to Pasha et al. (2019), adherence to the rule of law is positively related to ethical
behavior as it reduces the risk of non-compliance with legal requirements and minimizes the
potential for unethical practices. In a study by Subramanian and Ramakrishnan (2016), it was found
that companies that prioritize the rule of law were more likely to adopt ethical practices.

Stakeholder participation is a key component of corporate governance. It involves involving all

stakeholders in the decision-making process and ensuring that their interests are taken into account.
According to Abdullah et al. (2013), stakeholder participation is positively related to ethical service
25 | P a g e
delivery, as it ensures that the organization's decisions are aligned with the needs and expectations
of all stakeholders. In a study by Goyal and Shukla (2017), it was found that stakeholder
participation positively influences an organization's ethical behavior.

Consensus orientation is the process of seeking a mutual agreement among stakeholders on the best
course of action. It is an essential component of corporate governance as it ensures that the
organization's decisions and actions are in line with the shared values and principles of all
stakeholders. According to Ntim et al. (2015), consensus orientation is positively related to ethical
behavior, as it ensures that the organization's decisions are based on the collective interest of all
stakeholders rather than individual interests. In a study conducted by Badawy (2018), it was found
that consensus orientation positively influences ethical service delivery in Egyptian public
organizations.

2.5 Conceptual Framework

Figure 2.1 gives graphical conceptual representation of the variables of the study and how they
relate to one another. The independent variable is corporate governance practices while the
dependent variable is ethical service delivery. According to the figure below diagram transparency,
accountability, rule of laws, consensuses orientation, and stakeholder participation corporate
governance practices that could cause differences in the ethical service delivery of employees to the
citizens in the sub city. Ethical service delivery as dependent variable will be influence by factors
sucha as transparency, accountability, rule of laws, consensuses orientation, and stakeholder
participation by those in the leadership and decision making position at various level of governance
prudent use of public fund which is an aspect of fiscal responsibility and sustainability, in addition
to actively engaging citizenry and promoting the welfare of staffs through desirable human resource
management practices.

Figure 2.1 Conceptual framework

Ethical service delivery

Accountability
o Fairness
Transparency o Impartiality
o Compassion
Participation o Responsiveness
26 | P a g e
o Integrity
o Sensitivity
o Effectiveness
 Consensus Orientation

Rule of laws

CHAPTER THREE

RESEARCH METHODOLOGY

3.1. Introduction
This chapter focused on the methodology that was used in the study. It described the location of the
study, sampling techniques, instruments of data collection, validity and reliability of instruments,
data collection procedures data analysis and presentations. The chapter was concluded with ethical
issues.

3.2. Research Design

This study was adapted an explanatory research design. An explanatory research design is one
that which collects data to test hypothesis or to answer questions concerning the status of the
subjects under study (Cooper & Schindler, 2014). An explanatory research design was attempted

27 | P a g e
to collect data from the members of the population to determine the status of that population with
respect to one or more variables. The goal was to learn about the large population by surveying a
sample of that population that used to explain what is in existence in respect to conditions or
variables that found in each situation without influencing the variables. This study established the
correlation and causal relationships between CG practices on ethical services delivery.

A cross sectional design focuses on a particular phenomenon at a specific period (Saunders et al.,
2009). In this case, one sample of a population can be taken and studied at a particular time as in
a single cross-sectional study or two or more samples of a target population could be studied
once as in multiple cross-sectional study (Easterby Smith et al., 2008).

3.3. Study Area

The study was carried out at Addis Ababa city, the capital city of Ethiopia. Addis Ababa, the capital
city of Ethiopia and the diplomatic center of Africa, founded in 1886 at the time when emperor
Menelilk II and his wife Empress Taitu made their principal town at Entoto. Established in 1887
with a few tents and scattered huts, Addis Ababa has shown a great geographical expansion to the
area of about 540 Km² to date. Prior to 1974, Addis Ababa was one of the few chartered cities of the
Empire of Ethiopia administered by a lord mayor (kantiba) appointed by the Emperor. It had
considerable local autonomy because the lord mayor was largely free from the political control of
the then powerful Minister of interior. In addition, it was the only local government authority
empowered to finance projects by issuing its own bonds and borrowing from internal and external
sources on its own right (Kokebe 2007). Addis lies between 23 0 21 N to 23 350 N latitude and 85020
E to 85 330 E longitude. Total area covered by Addis Ababa city is 520 Km 2. The City Mean annual
maximum temperature is about 240C, and the Mean annual minimum temperature of the city is
about 120C. The Mean monthly rainfall is high in July and August (about 260 mm). The Mean
annual rainfall in the city of Addis Ababa is about 1255mm. Land use in the city indicates, 26% of
the area comprise residential use while 37%, 10%, 9%, 5%, and the remaining 15% are used for
green, road network, open space, Industrial and different land uses respectively (FDRE Ministry of
Transport, 2011).

3.4. Target Population

Target population refers to the group of individuals that a researcher is interested in studying in their
research. The target population should be clearly defined and specified according to specific
28 | P a g e
demographic, geographic, or other factors relevant to the research objectives. Conducting research
on a well-defined target population can enhance the accuracy and generalizability of the study
findings.

For instance, according to Cooper and Schindler (2008), a population is the total of the elements
while an element is the subject on which measurement is being taken, upon which inferences can be
made. However, Mugenda and Mugenda (2003) defined a population as the entire group of
individuals, events, or objects having in common observable characteristics.

The total population of this research was 483 employees comprised of 421 Officers, 58 team
Leaders and 4 political assigned office heads. The samples were taken from four selected offices
under Gullele sub city in Addis Ababa, Ethiopia. These are: Land management office, public
services and human resource development, Public Service office, Job Creation and Food Security,
trade and industry office.

3.5. Data Type and Source

The primary data for the purpose of this study was gathered through a structured questionnaire to
examine the impact of CG practices practice on Ethical services delivery. Secondary data was
gathered to assess the existing findings from reports, manuals, internal publications, and books
which help the researcher to gather theories and principles related to the topic of the research.
This study was employs survey research design because it is most useful to think of survey
research by emphasizing that it is a structured approach to data collection and analysis and that it
relies on a particular logic of analysis. According to (DeVaus, 2002), care must be taken as
approaches to information gathering cannot always be easily categorized as either qualitative or
quantitative. According to a variable then is a characteristic on which cases can differ from one
another.

3.6. Sampling Size and Sampling Technique

3.6.1 Sampling Technique

This paper was used stratified sampling technique. According to Dattalo (2008), this type of
sampling involves the use of groups to achieve representativeness, or to ensure that a certain
number of elements from each group are selected. In a stratified sample, the sample frame is divided
into non-overlapping groups or strata. In this study the researcher was divides the employees of

29 | P a g e
each office based on their departments. Then a simple random sample with probability sampling
technic was employed to draw from each stratum.

3.6.2 Sampling Size Determination

The sample size comprised of 219 Officers, Team Leaders, and Office heads was selected from 4
government offices. The researcher purposely selected four offices under Gullele sub city,
because of the following preseasons: large number of customers, complaints, most of the time
these mention offices are vulnerable to corruption and weak governance. From the total
population and again the researcher employed random probability sampling to determine the
sample size from the total of 483 employees, 421 Officers, 58 team Leaders and 4 political
assigned office heads.

As Melkamu (2020) cited Sharma et al. (2014) & Singh (2013) proposed, the revised and
simplified in April, 2009 and June, 2012 derived to calculate sample size for this paper.
Therefore, Yamane formula is used in this study because this formula can used to determine the
minimal sample size for a given population size:

The Formula from Yamane is

n= N / (1+N (e2))
Where n = Sample size, N = total population, e = level of precision at 95% confidence level, so,
the sample size would be.

N= 483÷ (1+483(.052) = 219

The numbers of respondents from each office was determined with the help of Kothari formula
(Kothari, 2004):

Table: 3.1: Total population

 No # of # of # of Total No
Name of Office officers Office Team of
Head leaders employees
1 Job creation and industrial 124 1 17 142
development office
2 Trade and industry office 84 1 13 98
3 Land management office 129 1 16 146

30 | P a g e
4 Manpower and Human 84 1 12 97
resources Development office
Total 421 4 58 483
Source: Gullele sub city Human resource and development office, 2023

Probability proportionate to size for each coops (PPS)

n( N 1)
nk=
NK

Table: 3.2: Probability Proportionate to Sample Size (PPS).

Name of Office Formula No. of No. of

employees sample
drown
1 Job creation and industrial (219*142)÷ 483 142 64
development office
2 Trade and industry office (219*98)÷ 483 98 44
3 Land management office (219*146)÷ 483 146 67
4 Manpower and Human resources (219*97)÷ 483 97 44
Development office
Total 483 219
Source: Survey Data 2023

3.7 Data Collection Procedures

3.7.1 Data Collection Instruments

Data was collected using a questionnaire in a form of a Likert scale ranging from 5-strongly agree,
4- Agree, 3-Nutral, 2-Disagree and 1- Strongly disagree. The questionnaire was self- administered
to Officers, Team Leaders, and Office heads. Primary and secondary data was collected and used in
this study. Primary data was collected through the questionnaire while secondary data are collected
from selected organizations reports text books, journals and magazines.

3.7.2 Data Collection Administration

Primary data were collected from 215 employees, who comprise Officers, Team Leaders, and
Office heads, was chosen randomly from the organizational structure of selected offices with the
help of structured questionnaire. The questionnaire contains three sections. Section one contains
questions regarding demographic characteristics (includes occupation, gender, and number of
subordinates under their function). Section two consists of statements relating to the CG practices

31 | P a g e
(i.e., Accountability, Transparency, stakeholder involvement, Consensus orientation, Rule of Laws)
according to the level of influence. Section three consists of statements relating to organizations
Ethical services delivery.

3.8 Instrumentation
3.8.1 Validity of Research Instruments
Validity determines the degree of certainty of the research instruments (Saunders et al., 2009). The
study used both face and content validity. Content validity draws on inference from test scores to a
large domain of items similar to those on the test. Content validity was sample- population
representativeness. The face validity was assessed by the research ensuring that all the variables are
captured within the questionnaire. The content validity was assessed through a review of the
research instruments by supervisor.

3.8.2 Reliability of Research Instruments

Reliability is a measure of the degree to which a research instruments yields consistent results or
data after repeated trials. Reliability is influenced by random error. As a random error increases,
reliability decreases. Random error is the deviation from the true measurement due to factors that
have not been addressed effectively by the researcher such as coding, ambiguous instructions to
respondents and bias (Saunders et al., 2009). To establish reliability of the instruments, and the
researcher carried out a pilot study in one of the Offices’. The researcher checked the internal
consistencies of the research questionnaires. The researcher employed a pilot test prior to the main
study. The reliability tested using the Cronbach's alpha whereby for the judgment for the instrument
to be deemed reliable the constructs attain alpha equal to or greater than 0.7 (α ≥ 0.7).

As depicted in the above Table 4.2, overall values of Cronbach’s alpha coefficient (α) for
independent variables are above 0.7 which means that the constructs were reliable to measure
Ethical service delivery (ESD). Whereas alpha value of dependent variable ‘Ethical service
delivery’ is .908 which is acceptable range and means that individual constructs were reliable to
measure the parameters of Ethical service delivery.

Table 3.3 Reliability statistics

32 | P a g e
variables Cronbach's Items
alpha

Transparency .820 4

Stakeholder participation .821 6

Rule of Law .870 8

Consensus Orientation .918 10

Accountability .861 8

Source: Survey Data 2023

3.9 Data Analysis procedures

Data were screened to ensure that responses are legible and understandable and that responses are
within an acceptable range and complete. Collected data were coded and entered the Statistical
Package for Social Science (SPSS-23) program for analysis. The analysis was done in three stages.
The first stage involves checking data reliability by applying Cronbach’s Alpha (α). Cronbach’s
Alpha measures’ internal consistency or average correlation of items in a survey instrument to
gauge reliability. The second stage was the application of Pearson’s moment of correlation analysis
to assess the strength of relationship between dependent and independent variables. Multiple
regression analysis was followed and then applied to test the association of variables within each
other and the extent of variance in the dependent variable as a result of unit change in the
independent variable as indicated by the determinant factor (R2). This study sought establishes the
correlation and casual relationship between corporate governance practices and Ethical services
delivery. To achieve this, multiple regression models were used to assess the contribution of
independent variables in predicting ethical service delivery in study areas.

33 | P a g e
In line with this, the researcher removed items that would not improve the reliability of the
dimension from further analysis because they may be considered as unreliable measures of the
dimension that they are designed to represent. Once unreliable items are removed, reliability
coefficients of 0.70 or more will be considered adequate as evidence of the internal validity of
each dimension of quality management practices (Cronbach’s, 1995).

3.9.1 Pearson Correlation Analysis

Pearson’s correlation coefficient or measure of associations used to determine the relationship
between independent variable and dependent variables. The value of coefficient of correlation, a
statistical measure of association between two variables, ranges from r = +1.0 for a perfect positive
correlation to r = -1.0 for a perfect negative correlation. No correlation was indicated for r = 0. The
correlation coefficient indicates the strength of the association of two variables and the direction of
that association. As “r” approaches to 0 on either side there is a weak relationship between the
independent variable and dependent variable. The results of correlation coefficient may be
interpreted as follows. Correlation coefficient (-1.00 to -0.8] Strong negatives correlation, (-0.8 to -
0.6] negatives and Substantial correlation, (-0.6 to -0.4] Medium Negative correlation, (-0.4 to -0.2]
negatives and low correlation, (-0.2 to 0.2) Very Low, [0.2 to 0.4) Positive and Low correlation,
[0.4 to 0.6) Positive and Medium correlation, [0.6 to 0.8) Positive Substantial correlation, [0.8 to
1.00) positives and Strong correlation.

3.9.2 Multiple Linear Regression Model

Multiple linear regression models that deals with Ethical services delivery predicted by explanatory
variables included in this study. Since, the sample respondents used as primary source considered as
homogeneous thus multiple linear Regression Model used for this study. Multiple regression
analysis used to test the statistical significance on the relationship that existed between the
independent variables (Accountability, Transparency, stakeholder, Participatory, Consensus
orientation, Rule of Laws) and the dependent variable selected Government offices Ethical services
delivery. The collected data analyzed by using SPSS software Version 23 through the model called
Multiple Linear Regression analysis. According to Gujarati, 2004, the model is specified as follows:

Yi = β0+ β1X1 + β2X2 + β3X3 + β4X4 + β5X5 +.....βnXn+ ε………… (1)

Where:
Yi = Ethical services delivery
34 | P a g e
 X1 = Accountability
X2 = Transparency
X3= Participatory
X4= Consensus orientation
X5= Rule of Laws
β0= is the intercept term-constant which would be equal to the mean if all slope coefficients are
0. β1, β2, β3, β4, β5, and βn are the coefficients associated with each independent variable which
measures the change in the mean value of Y, per unit change in their respective independent
variables.
ε - The total error of prediction (residual)

3.10 Ethical Considerations

The basic principle of ethical research is to preserve and protect the human dignity and right of all
subjects involved in the project (Leedy and Ormrod, 2013). In this regard, the researcher assures
that the respondents’ information is confidently and is used only for the study purpose by obtaining
the willingness of the case organization. The researcher was used proper citation follow systematic
collection and analysis of data techniques so that the study does not raise any ethical anxiety.

35 | P a g e
 CHAPTER FOUR

Data presentation, analysis

4.1 Introduction
In this chapter the key issues related to data presentation, analysis and interpretation have been
discussed. This chapter presents responses from selected offices Gullele sub city regarding the
extent to which effective corporate governance influences service delivery at the sub city. First,
the research response rate has been computed and presented for each section. Secondly, the
demographic characteristics of the participants have been described. Thirdly, the findings on the
four key objective areas of the study have been presented and interpreted. The responses were
analyzed using descriptive and inferential statistics. The data has been presented in tables, graphs
and pie charts.

4.2 Response Rate

In this study, a total of 219 questionnaires were issued of which 215 were successfully filled,
returned and taken as valid samples. It can be inferred that the response rate was 98.17%. According
to Mugenda and Mugenda (2003) a response rate of 70% and over is excellent for analysis and
reporting on the opinion of the entire population.

4.3 Demographic Characteristics of Respondents

Table 4.1 Demographic Characteristics Respondents

Demographic Category
Variable Frequency Percentage

Sex Male 134 62.3

Female 81 38
Total 215 100%
21-27 years old 66 30.7
Age 28 - 35 100 46.5
36 - 44 35 16.3
45 and above 14 6.5
Total 215 100%
Level of Education Diploma 21 10

36 | P a g e
 Degree 159 73.9
MA/MSc and above 35 16.7
Total 215 100%
Experience 1 – 5 years 53 24.6
6 – 10 years 106 49.3
11 and above 56 26.0
Total 215 100%
Current Working 1.job creation and 64 29.8
Office development office
2.trade and industry 44 20.5
3. Land management 63 29.3
4. Human resource and man 44 20.5
power
Total 215 100%
Work Position Office head 9 4.18
Team leader 68 31.6
Officer 138 64.1
Source: Survey Data 2023

As indicated in Table 4.1 above 134 (62.3%) of the participants were male and the remaining
81(37.7%) of the participants were female. This implies that the majority of the participants were
males than that of females. Regarding participants’ age, the largest group 100 (46.5%) was found
between 28-35 years age group. The second largest group 66 (30.7%) indicated their ages were in
the 21-27 age group whereas 35 (16.3%) and 14 (6.5%) indicate their age were in between 36-44
and 45 and above age groups respectively. From this it is possible to infer that the workforce
composition of the respondents is found in young and middle age group which may require a strong
HR development programs to enhance their skills to improve effective resource utilization, plan to
share experiences, and capacity building training to maintain quality training and services.

As one can observe from Table 4.1, on the basis of educational qualification, the majority of the
respondents are first degree (BA/BSC) holders which is 159 (73.95%), whereas 21 (10%), and
35(%) of the respondents were college diploma holders, and MA & MSC (post graduate)
respectively. Concerning the work experience from the total respondents 53 (24.7%) are work
experience of 1- 5 years, 106 (49.3%) have served between 6-10 years, 56 (26.0%) have served the
institutions for more than 10 years of experiences. This data shows that majority of the respondents
have experience between 6 and 10 years, which is considerable long period to provide significant

37 | P a g e
information about the sub city and their office ethical service delivery and practices of corporate
governance. The data presented in the above table (4.1) was organized from four selected offices in
Gullele sub city organizational structure and it was found that their organization structure was the
same. As table (4.1) displayed 9 (2.4%) were office Head, Team Leader 68 (17.9%) were team
leaders and the remaining 138 (64.2%) were officers (teachers). This implies the majority of
respondents were officers. With regards to respondents current working office; 64(29.8%) were
from job creation and industrial development office, 44(20.5%) were from trade and industry office,
63(29.3%) were land management office, and 44(20.5%) were man power and human development
office. Majority of respondents were from job creation and industrial development office which is
64 (29.8%).

4.4 Descriptive statistics of study variable

4.4.1 Descriptive statistics of Transparency
Table 4.2 Descriptive statistics of Transparency

Transparency Percentage Mean SD

SD D N A SA
1.your office has constituted an audit 16.2 9.8 8.4 41.4 24.2 3.47 1.383
committee independent from internal
functions as per the guideline
2. The financial reports are prepared on 10.2 11.6 11.6 45.1 21.4 3.56 1.236
timely base and submitted to city
administration? And relevant state organs.
3. Executive reports in the annual financial 7.4 9.3 19.5 45.6 18.1 3.58 1.116
statement on the going concern status.
4. The office has put in place a policy of 13.5 10.2 16.3 42.3 17.7 3.40 1.271
disclosing gift issued in the course of
ethical service delivery.
Source: Survey Data 2023

The statement discusses the formation of an audit committee in the Gullele sub-city selected offices,
which is independent from the internal functions as per the guidelines. The percentage of people
who have responded with strong disagreement is 16.2%. 9.8% of individuals disagree with the
statement, while 8.4% of individuals remain neutral. On the other hand, 41.4% of individuals have
responded with agreement with the statement 24.2% of individuals have responded with a strong
agreement with the statement. The other statement suggests that the organization responsible for
financial reporting has a system in place to ensure that reports are prepared and submitted in a

38 | P a g e
timely manner to relevant governing bodies. According to the survey results, there is a mix of
opinions regarding the accuracy of the statement. While a significant percentage of respondents
(66.7%) either agree or strongly agree with the statement, a sizable portion (22.8%) either disagree
or strongly disagree. On the other hand the inclusion of executive reports regarding the going
concern status in the annual financial statement. Based on the responses, the majority of the
participants (63.7%) agrees or strongly agrees with this statement. However, there is a notable
minority (16.7%) of participants who disagree or strongly disagree with this statement. The high
percentage of neutral responses is (19.5%). The last statement highlights on the table is about
implementation of a policy in an office that requires employees to disclose any gifts received during
the course of ethical service delivery. majority of the respondents (42.3%) agree with the policy,
while 17.7% strongly agree. On the other hand, 13.5% strongly disagree, 10.2% disagree, and
16.3% remain neutral.

To summarize the table most individuals believe that including executive reports on the going
concern status is important for the annual financial statement. However, a significant portion of
respondents (22.4%) remain neutral, indicating a lack of strong opinion on the matter. Only a small
percentage of individuals (13.9%) either disagree or strongly disagree with the statement,
suggesting that most people see the value in including such reports. The reasons behind the neutral
responses could be due to a lack of understanding or knowledge about the going concern status and
its importance in financial reporting. Overall, the response to this statement indicates that including
executive reports on the going concern status is seen as valuable by most individual.

4.4.2 Descriptive statistics of Stakeholder participation

Table 4.3 Descriptive statistics of Stakeholder participation

Stakeholder participation Percentage Mean SD

SD D N A SA
5.your office leadership fully emplacement 26 12.1 20.4 36.7 4.7 2.82 1.300
relevant views of stakeholders in the
community
6.stakeholders actively participate in making 13 16.7 25.6 34.0 10.7 3.13 1.203
decisions concerning running of your office
7. Sub city management has empowered 12.6 8.4 22.3 48.8 7.9 3.31 1.140
stakeholder groups to identify their needs.
8. Sub city management has put in place 31.6 12.1 12.6 40.0 3.7 2.72 1.366
avenue stakeholder groups freely consult
group members on their needs.

39 | P a g e
9. Stakeholder participation in monitoring 12.6 16.3 23.7 36.3 11.2 3.17 1.205
service delivery by your office
10. Gullele sub city has established WARD 12.6 9.8 20.9 45.6 11.2 3.33 1.183
committee which challenges your office/sub
city administrator on wastage of money to
keep down costs of providing service

Source: Survey Data 2023

The table statements suggest about involving and valuing the perspectives of stakeholders in
decision-making is important to the organization, but there may be room for improvement in this
area according to some survey respondents.

The office leadership takes into account the opinions and perspectives of stakeholders in the
community. The data shows that 26% of respondents strongly disagree. Furthermore, 12.1% of
respondents disagree. On the other hand, 36.7% of respondents agreed and 4.7% strongly agreed,
and the 20.4% of neutral respondents.

The next statement suggests that stakeholders are involved in decision-making processes related to
the functioning of an office. Only 23.7% of respondents (13.0% strongly disagree and 16.7%
disagree). On the other hand, 44.7% (34.0% agree and 10.7% strongly agree). The high percentage
of neutral responses is (25.6%). The other one is statement suggests that sub city management has
given power to stakeholder groups to express their needs. According to the survey data, a small
percentage (12.6%) of respondents strongly disagree. additionally 8.4% disagree with the statement.
The largest percentages of respondents, 48.8%, agree with the statement. Additionally, 7.9%
strongly agree with the statement. The data also reveals that 22.3% of respondents are neutral
towards the statement. Following to this the other statement suggests that the sub city management
has established stakeholder groups for consultation on the needs of group members. The data show
that a significant number of respondents (31.6%) strongly disagree with the effectiveness of these
stakeholder groups, although only a slightly smaller number (12.1%) disagree. However, a majority
of respondents either agree (40.0%) or strongly agree (3.7%). While a significant percentage of
respondents (12.6%) remain neutral. The level of stakeholder participation in monitoring service
delivery by a certain office, the result indicate that a significant number of stakeholders do not agree
with this statement, with 12.6% strongly disagreeing and 16.3% disagreeing. However, a larger
percentage of stakeholders are either neutral (23.7%) or agree (36.3%) with the statement. A smaller
proportion of stakeholders, 11.2%, strongly agree. The other statement reports the establishment of
40 | P a g e
a WARD committee in Gullele sub city, which is aimed at minimizing wastage of money to reduce
costs in providing services. The data provided shows that there is a significant level of agreement
regarding this establishment. About 45.6% of the respondents indicated their agreement, while
11.2% of them strongly agreed. The proportion of individuals who disagreed (12.6% strongly
disagree and 9.8% disagree) is substantially lower than the proportion that agreed. The remaining
20.9% of the respondents were neutral.

To summarize the table Overall, the data suggests that while a majority of stakeholders perceive the
stakeholder groups as effective in addressing their needs, there is a considerable percentage of
respondents who disagree or are uncertain about their effectiveness. It may be beneficial for sub city
management to evaluate and improve the effectiveness of these stakeholder groups to address the
concerns of those who do not perceive them as effective. The data also suggests that more
communication and transparency about the purpose and effectiveness of these groups may be
necessary to increase stakeholder engagement and participation. The effectiveness of stakeholder
groups in addressing needs is divided among respondents, with a significant percentage being
neutral. The office should evaluate and improve the effectiveness of these groups while increasing
communication and transparency to increase stakeholder engagement. Stakeholder participation in
monitoring service delivery is also divided, with a significant number disagreeing or being neutral.
The office should engage those who are neutral or disagree and address their concerns while
appreciating the support of those who agree. The establishment of a WARD committee to reduce
costs in providing services is generally supported, but caution or skepticism exists among some
respondents. The sub city administrator may face opposition in implementing this initiative.

4.4.3 Descriptive statistics of Rule of Laws

Table 4.4 Descriptive statistics of Rule of Laws

Rule of Laws Percentage M STD

SD D N A SA

11. Your office prepares budgets, 11.2 7.9 10.7 47.2 22.0 3.69 1.472
development plans, and financial statements
in time?

12. Gullele Sub city assembly approves the 8.4 10.3 15.4 46.7 19.2 3.58 1.159
financial and planning documents in time?

13. In adequate local revenue enabling frame 9.3 8.4 22.3 48.4 11.6 3.45 1.100
41 | P a g e
 work affect service delivery?

14.Your office adheres to legal deadlines for 8.8 3.3 20.9 48.4 18.6 3.65 1.096
statuary documents

15. Your office recruits new employees while 8.4 7.9 22.3 49.3 12.1 3.49 1.076
considering approved budget provision?

16. Your office executives ensure the laws? 7.9 13.0 23.7 42.3 13.0 3.40 1.114
Applicable to their operations have been
identified documents and observed?

17.Your office carries out internal legal 8.4 16.7 20.9 44.2 9.8 3.30 1.118
compliance audit annually and implements its
recommendation?
18. The policy on risk management and key 13.0 12.1 15.3 38.1 21.4 3.43 1.305
risk to which your office exposed is disclosed
annual reports
Source: Survey Data 2023

The above table all about the importance of complying with legal requirements and frameworks in
various aspects of a professional setting, such as financial planning and reporting, local revenue,
recruitment, operations, legal compliance, and risk management.

The statement is referring to the ability of the office to complete certain tasks within a specific
timeframe. The response data shows that a majority of the respondents (47.2%) agreed with this
statement, followed by 22.0% who strongly agreed with it. On the other hand, 11.2% of respondents
strongly disagreed with the statement. Another 7.9% of respondents disagreed the 10.7% of
respondents who chose a neutral response. The other statement is related to the approval of financial
and planning documents by the Gulelle Sub city assembly. According to the responses, majority of
the participants either agree or strongly agree that the assembly approves these documents in time.
Almost 47% of participants agreed that the assembly approves the documents on time, and 19.2%
strongly agree with this statement. (8.4%) strongly disagree that the assembly approves the financial
and planning documents on time. Similarly, around 10% of participants disagree with the statement.
The other one is which is related to statement "Inadequate local revenue enabling framework affects
service delivery" received mixed responses from the participants surveyed. Almost half of the
respondents (48.4%) agreed with the statement, with 18.6% saying that they strongly agreed. On the
other hand, 9.3% strongly disagreed with the statement, while 8.4% disagreed. A significant number
of participants (22.3%) remained neutral on the matter. The statement suggests that a deficiency in
42 | P a g e
local revenue can leave a significant impact on the ability of corporate governance and ethical
service delivery. The responses to this statement reflect the diversity of opinions on the topic. The
majority of respondents (67%) either agreed or strongly agreed that the inadequacy in local revenue
can affect service delivery. At the same time, the combined percentage of those who disagreed or
strongly disagreed (17.7%). Office recruits new employees while considering approved budget
provision The majority of respondents, 67% (48.4% agree and 18.6% strongly agree). Only 12.1%
(8.8% strongly disagree and 3.3% disagree) with 20.9% remaining neutral. Office executives ensure
the laws Applicable to their operations have been identified documents and observed A slight
majority of respondents, 61.4% (49.3% agree and 12.1% strongly agree). On the other hand, 16.3%
(8.4% strongly disagree and 7.9% disagree) have negative views, with 22.3% remaining neutral.
Office carries out internal legal compliance audit annually and implements its recommendation
According to the responses, a majority of 55.3% (42.3% agree and 13.0% strongly agree) believe
that their office executives ensure that laws applicable to their operations have been identified,
documented, and observed. However, a significant minority of 37.0% (13.0% strongly disagree and
23.7% neutral. The policy on risk management and key risk to which their office exposed is
disclosed annual reports According to the responses, a majority of 53.4% (44.2% agree and 9.8%
strongly agree. However, a significant minority of 37.6% (16.7% disagree and 20.9% neutral) either
disagree or remain unsure. The policy on risk management and key risk to which their office
exposed is disclosed annual reports According to the responses, the majority of 59.5% (38.1% agree
and 21.4% strongly agree. However, a significant minority of 27.4% (13% strongly disagree and
12.1% disagree) A further 15.3% remain neutral.

To summarize the table: stakeholder groups' effectiveness in addressing needs, which has mixed
responses from respondents, with a significant percentage being neutral. The office should improve
the effectiveness of these groups and increase communication and transparency to engage
stakeholders better. Stakeholder participation in monitoring service delivery also has mixed
responses, with some disagreeing or being neutral. The office should address their concerns and
engage those who are neutral or disagree. The establishment of a WARD committee to reduce costs
in providing services is generally supported, but caution or skepticism exists among some
respondents. The sub city administrator may face opposition in implementing this initiative.
Effectiveness of stakeholder groups in addressing needs, mixed responses to stakeholder
participation in monitoring service delivery, and the establishment of a WARD committee. the

43 | P a g e
approval of financial and planning documents by the Gulelle Sub city assembly, with most
participants agreeing that they approve these documents on time. Additionally, the office may want
to consider conducting regular training sessions for staff members to ensure that they are up-to-date
with legal requirements and compliance procedures. This can help to minimize the risk of non-
compliance and ensure that the office is operating in a responsible and ethical manner. The
descriptive analysis also highlights the importance of effective risk management practices in the
office. Respondents identified several areas of concern, including data security, financial
management, and workplace safety. By implementing robust risk management strategies and
regularly reviewing and updating them, the office can minimize the potential impact of these risks
and ensure that they are prepared to handle any unforeseen events.

4.4.4 Descriptive statistics of consensus orientations

Table 4.5 Descriptive statistics of consensus orientations

Your office ensures that there is…. Percentage Mean SD

SD D N A SA
19. Agreement on goals and objectives 8.4 7.5 7.5 40.7 36.0 3.88 1.218
20. Shared values and beliefs 14.0 7.4 10.7 47.0 20.9 3.53 1.289
21.Ensures consistent communication and 37.7 15.3 15.3 17.0 14.0 2.55 1.484
feedback
22.Collaborativedecision-making processes 38.6 19.5 14.0 17.7 10.2 2.41 1.411
23. Openness to diverse perspectives and 33.0 26.5 9.3 19.1 12.1 2.51 1.424
ideas
24.Willingness to compromise and find 29.3 25.6 14.4 19.1 11.6 2.58 1.385
common ground
25. Trust in the group's ability to work 28.4 26.0 17.2 21.4 7.0 2.53 1.293
together effectively

26. Commitment to follow through on 31.2 24.2 20.5 19.1 5.1 2.43 1.250
agreed-upon actions and plans
27. Respect for individual differences and 27.9 17.7 21.9 20.5 12.1 2.71 1.381
contributions

28. Recognition of the importance of 31.2 18.6 15.3 21.9 13.0 2.67 1.440
teamwork and cooperation in achieving
success.
Source: Survey data 2023

To what extent do respondents agree with or disagree with the following statement with reference to
practices in selected offices in Gullele sub city and consensus orientations. Offices has a system in

44 | P a g e
place to ensure that goals and objectives are agreed upon. The data presented shows that almost
three-quarters of the respondents (76.7%) agree or strongly agree with this statement.

The next statements suggest that the office in question places a strong emphasis on creating a
cohesive and aligned culture. 68% of respondents either agreed or strongly agreed that this was the
case, while just over 22% either disagreed or were neutral. Based on the responses to the statement,
their office ensures that there is consistent communication and feedback, Almost 38% strongly
disagreed, an additional 15.3% disagreed with the statement. On the other hand, approximately 31%
of the respondents agreed or strongly agreed that there is consistent communication and feedback in
the office. While this is a smaller percentage than those who disagree, it is worth noting that over
30% do feel that the office has effective communication practices in place.

The other statement pertains to the office's approach towards decision-making processes,
specifically emphasizing on the collaborative aspect. The data show that more than half of the
respondents (58.1%) either strongly disagree or disagree with the statement. The proportion of
respondents who are neutral towards the statement is relatively low (14.0%). However, The
respondents who agreed with the statement (17.7%) represent a smaller proportion. The statement
indicates that their office in question aims to foster a culture that is open to diverse perspectives and
ideas. However, the results of the survey suggest that a high percentage of individuals do not
believe that the office is successful in achieving this goal. Over half of the respondents (59.5%)
either disagree or strongly disagree with the statement. Additionally, only 19.1% of respondents
agree with the statement and 12.1% strongly agree.

The statement suggests that the office in question values compromise and finding common ground
in their work. The results of the survey show a significant percentage of respondents (29.3%)
strongly disagree. Another 25.6% disagree. The fact that only 19.1% of respondents were agree with
an additional 14.4% being neutral. It is notable that over 11% of respondents strongly agree. a
small fraction of respondents strongly agree, while almost 30% strongly disagree. The statement
refers to the importance of trust in the group's ability to effectively work together. The data show
that 54.4% (28.4% strongly disagree and 26.0% disagree). However, it is also worth noting that a
significant percentage (28.4%) strongly agree or agree (21.4%) that the office ensures trust in the
group's ability to work together effectively. The neutral response was rate of 17.2%.

45 | P a g e
The statement pertains to the level of commitment in an office environment when it comes to
following through on agreed-upon actions and plans. The data show that significant percentage of
respondents, 55.4% (31.2% strongly disagree and 24.2% disagree). On the other hand, only 24.2%
agree or strongly agree with the statement, while 20.5% remain neutral. The statement pertains to
the level of respect shown towards individuals and their unique contributions within the office
environment. The data show that almost 46% do not agree with the statement, with nearly 28%
strongly disagreeing and 17.7% disagreeing. Meanwhile, a relatively smaller proportion, totaling
32.6%, agreed or strongly agreed with the statement. The remaining 21.9% of the responders’ were
neutral category. The statement suggests that the office acknowledges the value of teamwork and
collaboration as a crucial factor in achieving success. A descriptive analysis of the responses reveals
that only 34.9% (21.9%+13.0%) of the participants showed agreement with the statement, while a
majority of 50.2% (31.2%+18.6%) did not agree with the statement. However, the percentages of
respondents who strongly agree were (13.0%).

To summarize the table, potential problem area that needs to be addressed in order to improve
collaboration and decision-making processes within the office. Without effective communication
and feedback, it can be difficult for employees to feel heard and valued, which can lead to lower
morale and productivity in corporate governance and ethical service delivery. Addressing these
concerns through regular check-ins, open communication channels, and feedback mechanisms could
help to improve employee satisfaction and overall success within the office. However, it is worth
noting that over 30% of the respondents either agreed or strongly agreed that the office does ensure
collaborative decision-making processes.

This implies that there may be some effective practices in place, but they are not being consistently
applied across the board. Addressing the concerns raised by the majority of respondents could help
to improve trust and collaboration within the office, leading to better decision-making processes and
overall success.

This could potentially lead to conflicts and difficulties in decision-making processes, as individuals
may not be willing to compromise or find common ground. It may be beneficial for the office to
address these concerns and emphasize the importance of compromise and finding common ground
in their work culture. This could help to improve collaboration and decision-making processes
within the office. On the 0ther hand The analysis shows that values related to compromise and

46 | P a g e
finding common ground may be polarizing or disputed within the office, with only a small fraction
of respondents strongly agreeing and almost 30% strongly disagreeing.

This implies a need for addressing the discrepancy to improve collaboration and cooperation.
Additionally, over half of the respondents do not believe that the office ensures trust in the group's
ability to work effectively, indicating underlying issues that need to be addressed. However, there
are also individuals who strongly agree or agree that trust is established and maintained within the
workplace. The one is analysis shows that a majority of respondents (58.8%) agree or strongly agree
with the establishment of a WARD committee in Gullele Sub City to minimize wastage of money
and reduce costs in providing services. However, a significant percentage of stakeholders (28.6%)
remain neutral, indicating a lack of engagement or knowledge on the matter. Only 12.6% of
stakeholders disagree or strongly disagree with the statement. Based on these findings, it is
important for the office to continue promoting the benefits of establishing WARD committees and
engaging with stakeholders who are neutral or unaware of their importance. The office should also
recognize and appreciate the support of those who agree with this initiative and work towards
implementing it effectively to achieve its intended goals.

4.4.5 Descriptive statistics of accountability

Table 4.6 Descriptive statistics of accountability

Accountability Percentage Mean STD

SD D N A SA

29. The sub city maintains accountability 37.6 11.3 18.8 24.9 7.5 2.54 1.399
among its employees?

30. Remuneration received is considered fair 23.7 21.4 26.5 18.1 10.2 2.70 1.292
pay for all workers at the sub city level / your
office level
31. The sub city provides equal opportunity for 24.7 19.1 20.0 27.9 8.4 2.76 1.320
employment promotion which enhances
service delivery?

32. Gulelle sub city public service office has in 22.8 17.2 15.8 30.2 14.0 2.95 1.397
place a formal transparent requirement and
promotion policy for employees?

33. The promotion policy has been approved 38.1 9.8 11.6 30.7 9.8 2.64 1.484
by Addis Ababa city or federal public service

47 | P a g e
executive

34.the sub city has puts emplace succession 16.3 18.6 21.4 32.1 11.6 3.04 1.276
plan for personnel for continuing service
delivery

35. The sub city personnel are not assured of 11.6 10.2 27.0 39.5 11.6 3.29 1.161
their current position with a change of sub city
administration
36. In your office, management has suspended 14.4 13.5 21.5 38.6 12.1 3.20 1.244
staff in the past without following due process?
Source: survey data

The table statements is discussing the accountability practices of selected offices in Gulelle sub city,
specifically relating to fair pay, equal employment opportunities, promotion policies, succession
planning, job security, and due process for disciplinary actions. The extent to which the statement is
agreed or disagreed with would depend on the evidence and experiences of those interacting with
these practices within the sub city offices.

The statement is related to the accountability maintained by the sub city among its employees. The
data show that a considerable percentage of respondents (49%) either disagreed or strongly
disagreed with the statement. On the other hand, 32.4% of respondents either agreed or strongly
agreed with the statement. The remaining 18.8% of respondents were neutral. The statement appears
to be regarding the fairness of remuneration received by all workers at the sub city level or office
level. According to the data provided, a significant percentage of respondents, 23.7%, strongly
disagree with this assertion, while 21.4% disagree. A further 26.5% of respondents are neutral on
this issue. Another 18.1% agree that remuneration is fair, while only 10.2% strongly agree.

The statement suggests that the sub city in question offers equal opportunities for employees to
receive promotions, which in turn improves the quality of services provided. Almost a quarter of
respondents strongly disagree with this statement. 19.1% of respondents disagree, However, a
significant percentage of respondents (27.9%) agree with the statement. 8.4% of respondents
strongly agree with this sentiment, the fact that 20.0% of respondents are neutral. The statement
suggests that Gulelle sub city public service office has implemented a formal and transparent
requirement and promotion policy for its employees. Looking at the data, it is evident that 44.5% of
respondents showed some level of disagreement or neutrality towards this statement, while 44.2%
agreed or strongly agreed with it. the majority of respondents did not express strong opinions about

48 | P a g e
the statement, as only 30.2% agreed while 22.8% strongly disagreed with it, the remain of 14.0%
who strongly agreed.

The statement regarding the approval of the promotion policy by the Addis Ababa city or federal
public service executive has garnered mixed responses from the participants. About 48% of the
participants either disagree or strongly disagree while only 40.5% of the participants agree or
strongly agree with the statement. a significant proportion of participants remain uncertain about the
policy's approval, as reflected in the 11.6% neutral response.

The statement suggests that the sub city has created a plan to ensure a smooth transition of
personnel to continue providing services. The majority of respondents (32.1%) were agreed with the
statement. However, a significant portion of respondents (16.3%) strongly disagreed with the
statement. The remaining responses were distributed relatively evenly between disagreeing (18.6%),
being neutral (21.4%), and strongly agreeing (11.6%) with the statement. The majority of
respondents (39.5%) agreed. However, a relatively large number of respondents (27%) were neutral
about it. A sizeable minority (21.8%) disagreed with the statement. Only a small percentage of
respondents (11.6%) strongly disagreed or strongly agreed with the statement.

The statement pertains to the suspension of staff in an office without following proper protocols.
The response shows that a significant proportion of people (51.9% combined) are either in
agreement or strongly agree. It is concerning to note that the majority of the respondents (60.1%
combined) are either in agreement or neutral. On the other hand, a lesser percentage of respondents
(28.0% combined) have either disagreed or strongly disagreed with the statement.

Therefore, summarize the table on the level of accountability maintained by a sub city among its
employees. The results show that almost half of the respondents disagreed or strongly disagreed
with the statement, indicating trust issues between the sub city and its employees. However, a
significant percentage of employees do trust the sub city's accountability measures. The remaining
respondents were neutral. The analysis suggests that the sub city needs to improve its accountability
measures and build trust among its employees through transparent communication and an effective
feedback mechanism. Employee trust and accountability are crucial for any organization's smooth
functioning.

And the statement examines the results of a survey on the fairness of remuneration received by
workers at the sub city or office level. The data shows that nearly half of the respondents do not
49 | P a g e
believe that remuneration is fair, with a significant percentage strongly disagreeing with the
assertion. A further 26.5% are neutral, while only 10.2% strongly agree that remuneration is fair.
The analysis suggests that there may be issues with pay equity and fairness in these environments,
as a high level of dissatisfaction is indicated by the data. The analysis shows that there is a mixed
sentiment towards the statement that the sub city offers equal opportunities for employment
promotion. While a significant percentage of respondents agree with the statement, almost a quarter
strongly disagree and 19.1% disagree. The fact that 20% of respondents are neutral suggests they
may not have enough information or experience to make a definitive judgment. Overall, there is
doubt or disagreement with the assertion that the sub city provides equal opportunity for
employment promotion.

As the analysis show that response of respondents to a statement about the requirement and
promotion policy of Gullele sub city public service office. The data shows that a significant
percentage of respondents expressed doubt or neutrality towards the statement, while a considerable
portion affirmed its transparency and formality. Further exploration is needed to understand the
reasons behind these opinions and to evaluate the accuracy and effectiveness of the office's policies.

4.5 Descriptive statistics on Ethical Service Delivery

Table 4.7 Descriptive Analysis on Ethical Service Delivery

Statements percentage Mean SD

SD D N A SA
A. fair service delivery to 10.7 7.0 22.8 37.2 22.3 3.53 1.218
customers
B. impartiality in service delivery 15.3 7.9 18.6 43.3 14.0 3.43 1.624
C. compassionate in service 12.6 7.0 19.5 44.7 16.3 3.45 1.214
delivery
D. responsive service delivery 11.3 12.2 29.6 35.7 11.3 3.23 1.154
E. integrity in service delivery 7.9 20.0 30.2 34.9 7.0 3.13 1.064
F. inclusive service delivery 13.5 17.2 26.0 34.9 8.4 3.07 1.182
G. efficient services delivery 19.2 17.4 19.2 31.9 12.2 3.00 1.326
H. effective services delivery 21.9 15.8 23.7 25.6 13.0 2.92 1.346
Source: Survey Data 2023

50 | P a g e
The above table 4.8 all about in order to provide ethical service to customers, it is important to
ensure that fair and impartial treatment is provided to all, without any discrimination based on
factors such as race, gender, or religion. Compassionate service delivery involves showing empathy
and understanding towards customers, while responsiveness ensures that customer queries and
feedback are addressed promptly. Upholding high standards of integrity and professionalism is also
essential in service delivery, as is ensuring that all customers have equal access to services through
inclusive practices. Efficient use of resources is important in providing timely and cost-effective
services, while effective service delivery means achieving desired outcomes and meeting customer
expectations. Therefore, standing from this what it shows the collected data in the Gullele sub city
selected offices.

The statement suggests that the services being provided at the office are satisfactory and adequate to
ensure that customers receive fair service. According to the survey data provided, around 59.5% of
respondents either strongly agree or agree with this statement, while 29.7% either disagree or
strongly disagree, and 22.8% remained neutral. It is worth mentioning that the percentage of people
who disagree or strongly disagree is not insignificant, at 17.7%. It is also interesting to note that a
relatively high percentage of respondents (22.8%) remained neutral.

The statement suggests that the services delivered at the office are satisfactory in ensuring unbiased
service to customers. Looking at the responses, it is observed that (15.3%) strongly disagree that the
office is delivering adequate services to ensure impartiality. This could mean that they have had
experiences that suggest the contrary. Additionally, (7.9%) were disagreed. On the other hand, a
majority of the respondents (43.3%) agree that the services delivered at the office are adequate to
ensure impartiality in service delivery. This suggests that a good number of customers have had
positive experiences with the office. Furthermore, a substantial percentage (14.0%) strongly agrees
with the statement. However, almost a fifth of the respondents (18.6%) are neutral.

The statement suggests that the services offered at the office are delivered with compassion and
care. From the data, we can see that a majority of the respondents (44.7%) agree with the statement,
while 16.3% strongly agree with it. This indicates that a significant number of individuals feel that
the services offered at the office meet the compassionate service delivery standard. However, the
data also shows that a considerable number of respondents (12.6%) strongly disagree with the

51 | P a g e
statement, while 7.0% disagree with it. Additionally, 19.5% of respondents fall in the neutral
category.

Overall, the statement suggests that the level of care and compassion provided by the office's
services is perceived positively by a majority of respondents, but there are also individuals who do
not feel that it is adequate. The statement suggests that the services being provided at the office are
sufficient to ensure timely delivery. Majority of the respondents (47% in total) do not have a strong
stance on the effectiveness of the services offered. Only 35.7% of the respondents agreed with the
statement's assertion. Conversely, 23.5% of respondents disagreed with the statement's claim.
Furthermore, 11.3% of respondents strongly disagreed with this assertion. According to the survey
results, a majority of individuals (34.9%) agree that the services being delivered at the office are
adequate to ensure integrity in service delivery. However, significant portions (20.0%) disagree and
even smaller portions (7.9%) strongly disagree with the statement. On the other hand, 30.2% of
respondents remain neutral on the issue. The statement suggests that there may be room for
improvement in the services being offered at the office to enhance integrity in service delivery and
the fact that almost 30% of respondents did not take a clear position (neutrality).

The statement is related to the adequacy of services delivered at an office to ensure that inclusive
service delivery is achieved. Around 13.5% of the respondents strongly disagree that the services
offered at the office are adequate for inclusive service delivery. 17.2% of the respondents disagree.
26.0% of the respondents remain neutral in regards to the statement. About 34.9% of respondents
agree that the services offered are adequate for inclusive service delivery. Finally, around 8.4% of
the respondents strongly agree that the services offered at the office are adequate for inclusive
service delivery. The statement suggests that the services delivered at the office are effective in
ensuring efficient service delivery. The majority of respondents (31.9%) agreed with this statement,
while 12.2% strongly agreed. However, a significant minority (19.2%) strongly disagreed, and
another 17.4% dis agreed the fact that large percentages (19.2%) of respondents were neutral.

The statement is related to the delivery of services at an office and the effectiveness of that delivery.
According to the data, a significant percentage of respondents either disagreed (15.8%) or strongly
disagreed (21.9%) with the statement. On the other hand, a quarter of the respondents (25.6%)
agreed with the statement, while 13.0% strongly agreed. However, almost a quarter (23.7%) of the
respondents were neutral. The statement suggests that the services provided at the office are

52 | P a g e
satisfactory, with 59.5% of respondents agreeing. However, 29.7% respondents were disagree or
strongly disagree, a relatively high percentage (22.8%) were remained neutral.

To summarize the above table analysis shows that while a majority of employees agree that the
services delivered at the office ensure impartiality, a significant percentage disagree or strongly
disagree. This suggests that there may be room for improvement in the service delivery to ensure
that all customers receive unbiased treatment.

However, it is also noted that a substantial percentage of customers are highly satisfied with the
service delivery, indicating that the office is doing well in some areas. Offered at the office are
delivered with compassion and care. From the data, we can see that a majority of the respondents
(44.7%) agree with the statement, while 16.3% strongly agree with it. This indicates that a
significant number of individuals feel that the services offered at the office meet the compassionate
service delivery standard. However, the data also shows that a considerable number of respondents
(12.6%) strongly disagree with the statement, while 7.0% disagree with it.

This suggests that a portion of individuals do not feel that the services offered at the office meet the
compassionate service delivery standard. Additionally, 19.5% of respondents fall in the neutral
category. This indicates that they do not have a clear opinion on the quality of the service delivery at
the office. Overall, the statement suggests that the level of care and compassion provided by the
office's services is perceived positively by a majority of respondents, but there are also individuals
who do not feel that it is adequate.

With regard to effectiveness of service delivery at an office the majority of respondents (47%) do
not have a strong stance on the assertion, while 35.7% agree and 23.5% disagree with the claim.
Additionally, 11.3% strongly disagree with the statement. Another statement regarding integrity in
service delivery shows that 34.9% agree, 20% disagree, and 7.9% strongly disagree, while 30.2%
remain neutral. The results suggest that there may be room for improvement in the services being
offered to enhance integrity in service delivery, as almost 30% of respondents remain neutral on the
issue.

4.6 Inferential Statistics

4.6.1 Correlation Analysis

53 | P a g e
Correlation provides answer to three basic questions about two variables or two sets of data in the
research. First, it tells whether there is any relationship between two variables and if so what is the
direction of relationship and subsequently the magnitude of relationship (Sunderland et al., 2009, p,
490). According to Cohen and Holiday(1982), as cited in Bryman and Cramer(1999) proposed the
range of correlation coefficient (r) as 0.19 and below considered very low; 0.20 to 0.39 = low; 0.40
to 0.69 = Moderate /Modest ; 0.70 to 0.89 = high and 0.90 to 1= very high.

Table 4.8 correlation matrix

Correlations
TR STP RL CO ACC ESD
transparency Pearson
Correlation
Sig. (2-tailed)
N 215
stakeholder Pearson .417**
Correlation
Sig. (2-tailed) .000
N 215 215
Rule of Law Pearson .072 .194**
Correlation
Sig. (2-tailed) .292 .005
N 215 215 215
consensus Pearson .120 .388** .247**
orientation Correlation
Sig. (2-tailed) .081 .000 .000
N 215 215 215
Accountabili Pearson .228** .302** .354** .487**
ty Correlation
Sig. (2-tailed) .001 .000 .000 .000
N 215 215 215 215 215
Ethical Pearson .279 **
.390** .418**
.457**
.400**
service Correlation
delivery Sig. (2-tailed) .000 .000 .000 .000 .000
N 215 215 209 210 209 215
**. Correlation is significant at the 0.01 level (2-tailed).
Source: Survey Data 2023

54 | P a g e
Based on the Table 4.9 correlation matrix, the results of correlation matrix between each Corporate
Governance (CG) construct and Ethical service delivery (ESD) is analyzed as follows: as indicated
in Table 4.9 Transparency (TR), positively related to Ethical service delivery (ESD) with a Pearson
correlation coefficient of (r = 0.279) and significant value 0.000. This significance tells that there is
weak/low effect and positively relationship between transparency and Ethical service delivery
(ESD). In the same manner, weak relationship have been found between Stakeholder participation
and Ethical service delivery (ESD) i.e., (r = 0.390). The remaining three variables; Rule of Laws
(RL), Consensuses Orientation (CO), and Accountability have positive and moderately related to
ethical service delivery with significant 0.000.

4.6.2 Test for Linear Regression

Prior to conducting the regression analysis the study sought to examine if the researchers observed
the main assumptions for regression analysis. The study undertook normality tests, collinearity tests
and heteroscedastcity as main test of multiple linear regression assumptions which are a standard
before undertaking linear regression analysis.

4.4.2.1 Normality Tests

The normality tests of the research help in knowing the shape of the distribution. The first test was
the test normality, and the results are presented below;

Table 4.9 Tests of Normality

Tests of Normality
Kolmogorov-Smirnova Shapiro-Wilk
Statistic df Sig. Statistic df S
ig.
Transparency .089 215 .000 .980 215 .000
Stakeholder Participation .087 215 .000 .985 215 .001
Rule of Law .076 215 .000 .981 215 .000
Consensus Orientation .125 215 .000 .976 215 .000
Accountability .098 215 .000 .977 215 .000
Ethical service delivery .123 215 .000 .965 215 .000
a. Lilliefors Significance Correction
Source: Survey Data 2023

Shapiro-Wilk normality test can be used for the sample size less than 100. This study uses
Kolmogorov-Smirnova tests dictate that for normal data distribution, all the sig. (P) value should be

55 | P a g e
below 0.05. The result indicates a sig. value of below 0.05, meaning that the data is normally
distributed.

4.6.2.1 Multi-collinearity Test

The second test was the collinearity test using VIF values. Collinearity tests check on the strength of
the correlation among the independent variables. The findings are as below;

Table 4.10 Collinearity Statistics

Model Transparency Stakeholder Rule Consensus Accountabil

Participatio of Law Orientation ity
n
Toleranc .373 .231 .619 .99 .421
e
VIF 2.683 3.421 1.616 9.060 8.289
Source: Survey Data 2023

The VIF values in the Table 4.11 show values lower than 10, indicating there was no multi-
collinearity. Any tolerance value which is lower than 0.1 shows a linear combination among the
independent variables. However, this study found no case of Multicollinearity since all the tolerance
values are above 0.1.

4.7 Multiple Regression Analysis

Regression analysis is a generic term for all methods attempting to fit a model to observed value in
order to quantify the relationship between two (2) groups of values. The fitted model may then be
used either to merely describe the relationship between two groups of variables, or to predict new
variables. In regression analysis, the relationship between independent and dependent values should
be linear. It means that the mean response scores at each value of predictor variables of the predictor
variables should fail on the straight line (Reference ). Scatter plot of residual and linear relationship.
The model summary table shows the result of entering five variables (predictors).

Table 4.11 model summary

Model Summaryb
Change Statistics Durbin
M

dj

td
A
R

56 | P a g e
 -

F Change
R Square
Estimate
Error of

Change
usted R
Square

Square
Watson

Sig.
df1

df2
the
odel

1 .610 .372 .357 5.80901 .372 23.723 5 200 .000 1.965

a

a. Predictors: (Constant), Accountability, transparency, Rule of Law, stakeholder, consensus

orientation
b. Dependent Variable: Ethical service delivery
Source: Survey Data (2023)

The research findings in the Table 4.11 of model summary verified that the value of R is .610 which
states the strong and positive causal relationship between corporate governance practices and
Ethical service delivery. Further, the value of adjusted R2 is .357 (R2 = 35.7%) which verifies that
35.7% of variations /changes in the Ethical service delivery are explained by the implementation of
corporate governance practices i.e. the essentials of the corporate governance practices play a key
role with the probability or possibility of 35.7% changing the Ethical service delivery of selected
offices of Gullele sub city in Addis Ababa. The remaining 64.3% of variation of the independent
variable can be explained by other variables not included in the model. This shows the model has
goodness of fit.

4.7.1 ANOVA summary

The ANOVA test sought to determine the statistical significance of the regression model. The
results were presented in Table 12 below.

Table 4.12 Model ANOVA Summary

ANOVAa
Model Sum of df Mean Square F Sig.
Squares
1 Regression 4002.544 5 800.509 23.723 .000b
Residual 6748.917 200 33.745
Total 10751.461 205
a. Dependent Variable: Ethical service delivery
b. Predictors: (Constant), Accountability, transparency, Rule of Law, stakeholder, consensus
orientation
Source: Survey Data 2023

57 | P a g e
 The findings regarding with the association between the study variables (corporate governance
*ethical service delivery) revealed in the ANOVA test table demonstrates and confirmed that the
model has acceptability from the statistical perspective as p- value is 0.000 less than 0.05(5%) i.e. it
is statistically significant at 0.05(5%) significance level. In addition, this informs us the independent
variables’ together as a set are significantly related to the dependent variable. The F-statistic
calculated 23.723, is greater than the f-critical value while the sig. value .000 < 0.05 showing a
statistically significant and fit association between the study total variables corporate governance
and ethical service delivery. The value of F is large enough to conclude that the set coefficients of
the independent variables are not equal to zero. This implies that at least one of the independent
variables has an effect on the dependent variable.

4.7.2 Coefficients of Dependent variable

Table 4.13 Coefficients of Dependent variable

Coefficients
Model Unstandardized Standardized t Sig. 95.0% Confidence
Coefficients Coefficients Interval for B
B Std. Beta Lower Upper
Error Bound Bound
1 (Constant) 2.813 2.284 1.231 .220 -1.692 7.317
transparency .267 .110 .151 2.423 .016 .050 .485
stakeholder .201 .089 .152 2.273 .024 .027 .376
Rule of Law .308 .065 .285 4.746 .000 .180 .436
consensus .177 .049 .253 3.614 .000 .081 .274
orientation
Accountability .083 .068 .086 1.233 .219 -.050 .216
a. Dependent Variable: Ethical service delivery
Source: Survey Data 2023

The regression coefficient obtained in the table 4.11 illustrates the association between corporate
governance *ethical service delivery. Based on the table above result transparency (p, .016< 0.05),
stakeholder participation (p, .024 < 0.05), Rule of Law (p, 0.000 < 0.05), consensus orientation
(p, .000 < 0.05), are statistically significant with the significance value (p), which is less than
0.05(5%). However, accountability did not have statistically significant relationship with ethical
service delivery since value (p) .219 which is greater than 0.05(%).

The results regression model is;

58 | P a g e
 Y = β0+ β1X2 + β2X2 + β3X3 + β4X4 + ε...............................................................Eq. (1)
Y= 2.813 + 0.267X1 + .201X2 + 0.308X3 + 0.177X4 + ε
Where, Y = ethical service delivery; X 1= transparency; X2= stakeholder participation; X3= Rule of
Law; X4 = consensus orientation; ε = Margin of error 0.05 (5%).
The constant term was 2.813 and significant. The constant term is the value of dependent variable
when all the independent variables are equal to zero. The objective of the regression in this study is
to find such equation that could be used to find the effect of predictors on dependent variable.
The regression equation shows that taking all factors into account constant at zero; ethical service
delivery will have value of 2.813. The findings presented also shows that taking all other
independent variable at zero, a unit increase in transparency would lead to 0.267or 26.7% increase
in ethical service delivery.

4.8 Summary of Hypotheses Testing

The below table 4.14 shows the relationship between each independent variables and dependent
variable and hypothetically provide. According to the Table 4.14, all hypotheses were in accepted in
correlation but few weren’t supported in regression.
Hypotheses Correl
ation Beta t- p- value Suppo
(r) statistics rted?
H1 transparency has positive and .279 Yes
significant effect on ethical service .267 2.423 .016 <0.05
delivery
H2 Stakeholder participation has .390 .024< 0.05 yes
positive and significant effect on .201 2.273
ethical service delivery
H3 Rule of laws has positive and .418 .000< 0.05 Yes
significant effect on ethical .308 4.746
services delivery
H4 Consensus orientation has .457 .000<0.05 Yes
positive and significant effect on .177 3.614
ethical service delivery
H5 Accountability has positive and .400 .216 > 0.05 No
significant effect on ethical service .083 1.233
delivery
{Ho: Null hypothesis; H1: alternative hypothesis}

59 | P a g e
According to table 4.13 shows the first hypothesis (H1) transparency has positive and significant
effect on ethical service delivery. The correlation coefficient between transparency and ethical
service delivery which is recorded at 0.279, therefore there is low relationship. In addition, one unit
change in transparency explains a 26.7% of variation in ethical service delivery. The research
hypothesis (H1) that transparency has positive and significant effect on ethical service delivery was
accepted. The findings indicate that there is significant (P=.016 < .05) and the variable was
supported.
The second hypothesis is (H2) Stakeholder participation has positive and significant effect on
ethical service delivery. The finding shows correlation coefficient is recorded at .390, therefore
there is low relationship. In addition, Stakeholder participation explains 20.1% variations ethical
service delivery. The research hypothesis H2 Stakeholder participation has positive and significant
effect ethical service delivery. The findings indicate that there is significant (P=.024< 0.05) and the
variable was supported.

The third hypothesis is (H3) Rule of laws has positive and significant effect on ethical services
delivery. The relationship between these variable is recorded .418 as a result, therefore there is a
moderate/modest relationship. In addition, Rule of laws explains 30.8% of variation in ethical
services delivery. The research hypothesis (H3) that Rule of laws has positive and significant effect
on ethical services delivery was accepted. However, according to regression variable significant (P
value=.000 <.05) and the variable was supported.

The fourth hypothesis is (H4) Consensus orientation has positive and significant effect on ethical
service delivery. The relationship between these variable is recorded .457 as a result, therefore there
is a moderate/modest relationship. In addition, Consensus orientation explains 17.7 % of variation
in ethical service delivery. The research hypothesis (H4) that Consensus orientation has positive and
significant effect on ethical service delivery was accepted. According to regression variable
insignificant (P value= 0.00 < 0.05) and the variable was supported.

The fifth hypothesis is (H5) accountability has positive and significant effect on ethical service
delivery. The relationship between these variable is recorded .4000 as a result, therefore there is a
moderate/modest relationship. In addition, accountability explains 8.3% of variation in ethical
service delivery. The research hypothesis (H5) that accountability has positive and significant effect

60 | P a g e
on ethical service delivery was rejected. However, according to regression variable significant (P
value =.216 > 0.05) and the variable was not supported.

4.9 Discussions
Corporate governance refers to a set of practices, laws, and processes that control the management
and operation of a company or organization. It primarily ensures that the interests of all stakeholders
are protected and that the organization is run in an ethical and responsible manner. Ethical service
delivery, therefore, is a key indicator of good corporate governance. The finding of this research
was in line with previous empirical study conducted in different countries. This discussion section
presents and examines the empirical research on the effects of corporate governance on ethical
service delivery in line with transparency, accountability, rule of laws, stakeholders' participation,
and consensus orientation.

The research hypothesis (H1) that transparency has positive and significant effect on ethical service
delivery was accepted. The findings indicate that there is significant (P=.016 < .05) and the variable
was supported. Transparency is essential in corporate governance as it ensures that all stakeholders
are informed and aware of the organization's operations, decision-making process, and financial
performance. According to Muttakin, Khan, and Subramaniam (2015), transparency is positively
related to ethical behavior, as it enables stakeholders to monitor the organization's activities and
hold its management accountable. In a study conducted by Agyemang, Ahenkan, and Adom (2017),
it was found that companies with higher levels of transparency were more likely to adopt ethical
practices and become socially responsible.

The second hypothesis H2 Stakeholder participation has positive and significant effect ethical
service delivery. The findings indicate that there is significant (P=.024< 0.05) and the variable was
supported. The finding the study was congruent with Abdullah et al. (2013) and Goyal and Shukla
(2017). Stakeholder participation is a key component of corporate governance. It involves involving
all stakeholders in the decision-making process and ensuring that their interests are taken into
account. According to Abdullah et al. (2013), stakeholder participation is positively related to
ethical service delivery, as it ensures that the organization's decisions are aligned with the needs and
expectations of all stakeholders. In a study by Goyal and Shukla (2017), it was found that
stakeholder participation positively influences an organization's ethical behavior.

61 | P a g e
The third hypothesis (H3) Rule of laws has positive and significant effect on ethical services
delivery was accepted according to regression variable significant (P value=.000 <.05) and the
variable was supported. The result was supported by empirical study conducted Ntim et al. (2015)
and Badawy (2018). The rule of law is a fundamental principle of good corporate governance. It
ensures that the organization operates within the legal framework and respects the rights of all
stakeholders. According to Pasha et al. (2019), adherence to the rule of law is positively related to
ethical behavior as it reduces the risk of non-compliance with legal requirements and minimizes the
potential for unethical practices. In a study by Subramanian and Ramakrishnan (2016), it was found
that companies that prioritize the rule of law were more likely to adopt ethical practices.

The fourth hypothesis (H4) Consensus orientation has positive and significant effect on ethical
service delivery was accepted. According to regression variable insignificant (P value= 0.00 < 0.05)
and the variable was supported and consistent with several previous studies. Consensus orientation
is the process of seeking a mutual agreement among stakeholders on the best course of action. It is
an essential component of corporate governance as it ensures that the organization's decisions and
actions are in line with the shared values and principles of all stakeholders. According to Ntim et al.
(2015), consensus orientation is positively related to ethical behavior, as it ensures that the
organization's decisions are based on the collective interest of all stakeholders rather than individual
interests. In a study conducted by Badawy (2018), it was found that consensus orientation positively
influences ethical service delivery in Egyptian public organizations.

A key aspect of corporate governance is accountability, which involves holding the organization's
management responsible for their actions and decisions. Studies have shown that companies with
accountable leadership are more likely to engage in ethical practices than those without (M. Khan,
2015). In a study by Cordeiro, Araujo, and Galvao (2018), it was found that accountability was
positively related to ethical service delivery in Brazilian public organizations. When the
management is held accountable for their actions, they are less likely to engage in unethical
practices that may harm stakeholders. However, the finding of this study shows that accountability
did not have effect on ethical service delivery in this research. The fifth hypothesis (H5)
accountability has positive and significant effect on ethical service delivery was rejected. However,
according to regression variable significant (P value=.216 > 0.05) and the variable was not
supported.

62 | P a g e
 CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATIONS

5.1 Introduction
This chapter presents summary of main findings. It further outlined the conclusion and
recommendations of the research. These will be presented in line with research objectives. Finally,
the chapter made recommendations and direction for future study.

5.2 Summary

5.2.1 Demographic characteristics of respondents

Study results showed that the researcher obtained a 98.2% rate of response, from descriptive
analysis of demographic data, that the majority of the participants were males than that of females
the study results showed that the study 134 (62.3%) of the participants were female. The findings
also showed that regarding participants’ age, the largest group 100 (46.5%) was found between 28-
35 years age group. The findings on the demographic variable with respect to educational
qualification, the majority of the respondents are first degree (BA/BSC) holders which are 159

63 | P a g e
(73.95%) and concerning the work experience from the total respondents 53 (24.7%) is work
experience of 1- 5 years.

Finding from survey research indicated that that majority of the respondents have experience
between 6 and 10 years, which is considerable long period to provide significant information about
the sub city and their office ethical service delivery and practices of corporate governance. The
results of survey research show the majority of respondents were officers and majority of
respondents were from job creation and industrial development office which is 64 (29.8%). This
implies the majority of respondents were officers.

5.2.2 Correlation of study variables

The results of correlation matrix between Corporate Governance (CG) construct and Ethical service
delivery (ESD) were indicated that Transparency (TR), positively related to Ethical service delivery
(ESD) with a Pearson correlation coefficient of (r = 0.279) and significant value 0.000. This
significance tells that there is weak/low effect and positively relationship between transparency and
Ethical service delivery (ESD). In the same manner, weak relationship have been found between
Stakeholder participation and Ethical service delivery (ESD) i.e., (r = 0.390). The remaining three
variables; Rule of Laws (RL), Consensuses Orientation (CO), and Accountability have positive and
moderately related to ethical service delivery with significant 0.000.

5.2.3 Regression of study variables

The research findings of regressions model summary verified that the value of R is .610 which
states the strong and positive causal relationship between corporate governance practices and
Ethical service delivery. Further, the value of adjusted R2 is .357 (R2 = 35.7%) which verifies that
35.7% of variations /changes in the Ethical service delivery are explained by the implementation of
corporate governance practices i.e. the essentials of the corporate governance practices play a key
role with the probability or possibility of 35.7% changing the Ethical service delivery of selected
offices of Gullele sub city in Addis Ababa. The remaining 64.3% of variation of the independent
variable can be explained by other variables not included in the model. This shows the model has
goodness of fit.

The research hypothesis (H1) that transparency has positive and significant effect on ethical service
delivery was accepted. The findings indicate that there is significant (P=.016 < .05) and the variable

64 | P a g e
was supported. The second hypothesis H2 Stakeholder participation has positive and significant
effect ethical service delivery. The findings indicate that there is significant (P=.024< 0.05) and the
variable was supported.

The third hypothesis (H3) Rule of laws has positive and significant effect on ethical services
delivery was accepted. However, according to regression variable significant (P value=.000 <.05)
and the variable was supported. The fourth hypothesis (H4) Consensus orientation has positive and
significant effect on ethical service delivery was accepted. According to regression variable
insignificant (P value= 0.00 < 0.05) and the variable was supported. The fifth hypothesis (H5)
accountability has positive and significant effect on ethical service delivery was rejected. However,
according to regression variable significant (P value=.216 > 0.05) and the variable was not
supported.

5.3 Conclusion
The main objective of the study is to examine the influence of corporate governance practices on
ethical service delivery in four selected public offices in Gullele Sub City. Corporate governance
refers to a set of practices, laws, and processes that control the management and operation of a
company or organization. It primarily ensures that the interests of all stakeholders are protected and
that the organization is run in an ethical and responsible manner. Ethical service delivery, therefore,
is a key indicator of good corporate governance.

In this study five basic research questions are developed and addressed and the major factors
affecting the Ethical service delivery of organizations are identified. The factors considered to be
affecting an organization in this context are identified as transparency, stakeholder participation,
Rule of laws, consensus orientation and accountability.
The study concludes that the transparency has a largest significant positive effect on Ethical service
delivery. Corporate governance principle includes the transparency, stakeholder participation, rule
of laws, consensus orientation and accountability features and all this has a significant positive
effect on ethical service delivery the selected offices. This study concluded that consensus
orientation has a least significant positive effect on ethical service delivery compared to rule of
laws, transparency, stakeholder participation, consensus orientation. In addition, from the corporate
governance practices rule of laws has highest effect on ethical service delivery. This study
concluded that accountability practice has no significant effect on ethical service delivery. So, this
65 | P a g e
study concludes that corporate governance has a significant positive effect on ethical service
delivery of four selected offices in the Gullele Sub City.

5.4 Recommendations
On the basis of the above conclusions, the following recommendations were made for the effective
governance and service delivery at the selected four offices in Gullele Sub City, Addis Ababa.

o There is need for the Job creation and industrial development office, Trade and industry office,
Land management office, Manpower and Human resources Development office in the sub city
should adopt well developed strategies that are meant to ensure they perform their duties
effectively and efficiently as well as ensuring they achieve their superior ethical service delivery
/performance;
o Ensure there is sufficient facilitation, that is, financial; enhance the strategic planning meetings;
proper delegation, that is, with your eyes on and your hands off; empower the offices in the Sub
City to operate efficiently, transparently and effectively by allocating enough financial
resources; recruitment and promotion of staff to be fair and open; and the community needs to be
sensitized on importance of public participation; procurement process regulations to be open and
involvement;
o There is need to provide capacity building through civic education to the general public as well as
other developmental strategies so as to ensure that they are involved and participate substantively
and in an informed manner in the sub city governance processes; the sub city management
should recognize the women, youth, persons with disability and the minority communities in
their counties and encourage them to be more involved in the government processes in order to
create a strong foundation for inclusion and public participation for the productivity and
development of the county;
o Gullele sub City management must push for more resources from the national government to
help them improve their service delivery techniques and develop their counties; the county
government must also increase their capacity in order to deliver their services to the public
effectively and efficiently.
o The sub city should strengthen corporate governance principles to provide ethical service to
customers, it is important to ensure that fair and impartial treatment is provided to all, without
any discrimination based on factors such as race, gender, or religion. Compassionate service

66 | P a g e
 delivery involves showing empathy and understanding towards customers, while responsiveness
ensures that customer queries and feedback are addressed promptly.
o Upholding high standards of integrity and professionalism is also essential in service delivery, as
is ensuring that all customers have equal access to services through inclusive practices. Efficient
use of resources is important in providing timely and cost-effective services, while effective
service delivery means achieving desired outcomes and meeting customer expectations.
Therefore, standing from this what it shows the collected data in the Gullele sub city selected
offices.

67 | P a g e
References
Palladan, A. A., Kadzrina, B. A., & Chong, Y. (2016). The effect of strategic leadership,
organization innovativeness, A Study of Tertiary Institutions in Nigeria.
Agyemang, G., Ahenkan, A., & Adom, K. (2017). Corporate governance and ethical practices in
Ghana: A descriptive study. Journal of Business and Retail Management Research, 12(2),
140-149.
Badawy, M. K. (2018). Corporate governance and ethical service delivery in Egyptian public
organizations: The moderating role of transparency. Corporate Governance: The
International Journal of Business in Society, 18(5), 914-935.
Cordeiro, W., Araujo, R., & Galvao, P. (2018). Accountability and ethical service delivery in
public organizations: Evidence from Brazil. International Journal of Ethics and Systems,
34(4), 533-549.
Goyal, Y., & Shukla, S. (2017). Stakeholder participation and ethical behavior: A study of Indian
firms. Journal of Business Ethics, 146(4), 825-840.
Muttakin, M. B., Khan, A., & Subramaniam, N. (2015). Corporate governance and corporate
social responsibility disclosure: Evidence from an emerging economy. Journal of
Business Ethics, 129(2), 371-384.
Ntim, C. G., Osei, K. A., & Mensah, A. (2015). Corporate governance, affirmative action and
firm value: Evidence from post-apartheid South African firms. International Business
Review, 24(5), 910-924.
Pasha, S., Oyewole, P., & Ikram, A. (2019). The impact of corporate governance on firm
performance: Evidence from the UAE. Journal of Accounting in Emerging Economies,
9(4), 567-585.
Subramanian, N., & Ramakrishnan, S. (2016). Corporate governance and sustainability reporting
in Indian companies. Journal of Cleaner Production, 136, 192-201.
Eigema, J. (2007). Service Delivery, a Challenge for Local Governments, . VNG International.
Anton Arulrajah, HHDNP Opatha, N. N. (n.d.). _
Action, P. F. O. R. (2010). OECD e-Government Studies Efficient e-Government for Smarter
Public Service Delivery Denmark 2010 ASSESSMENT AND PROPOSALS FOR
ACTION Efficient e-Government for Smarter Public Service Delivery Denmark 2010
ASSESSMENT AND PROPOSALS FOR ACTION. http://www.oecd.org/gov/digital-
government/45382562.pdf
Arndt, C., & Oman, C. P. (2011). Uses and abuses of governance indicators. In SSRN Electronic
Journal (Vol. 2, Issue 1). https://doi.org/10.18617/liinc.v7i1.409

1|Page
Aulianida, D., Liestyasari, S. I., & Ch, S. R. (2019). No Title No Title. In Journal of Chemical
Information and Modeling (Vol. 53, Issue 9).
By J. Walton Blackburn and Willa Marie Bruce. (n.d.). Summary of “Conflict Assessment” |
Beyond Intractability. https://www.beyondintractability.org/artsum/ch6-conflict
C.R.KOTHARI. (2013). Research Methodology. In Journal of Petrology (Vol. 369, Issue 1).
https://doi.org/10.1017/CBO9781107415324.004
CEPAL. (2015). Methods Of Measuring The Economy , Efficiency And Effectiveness Of Public
Expenditure.
Coggburn, J. D., & Schneider, S. K. (2003). The Quality of Management and Government
Performance: An Empirical Analysis of the American States. Public Administration
Review, 63(2), 206–213. https://doi.org/10.1111/1540-6210.00280
Cole and Kelly, 2011. (1992). Management: Theory and practice. In Long Range Planning (Vol.
25, Issue 1, p. 125). https://doi.org/10.1016/0024-6301(92)90331-u
[10]. Costa, D. M., Canady, B., & Babcock, J. C. (2007). Preliminary report on the
accountability scale: A change and outcome measure for intimate partner violence
research. Violence and Victims, 22(5), 515–531.
De Graaf, G., & Paanakker, H. (2015). Good Governance: Performance Values and Procedural
Values in Conflict. American Review of Public Administration, 45(6), 635–652.
https://doi.org/10.1177/0275074014529361
Dea, M. (2016). The Prospectus, Challenges and Causes of Gender Disparity and Its Implication
for Ethiopia’s Development: Qualitative Inquiry. Journal of Education and Practice, 7(4),
24–37.
Eliwa. (2006). Fine dining restuarants in retention to customer satisfaction.
Www.Internationaljournal.Com, 4, 1–26.
ESCAP. (2019). Asia and the Pacific SDG progress report.
Gilbert Kiplimo, K., & Patrick Amisi, A. (2018). Good Governance and Service Delivery: A
Study of Citizen Participation in Kisumu County. Universal Journal of Management,
6(2), 59–69. https://doi.org/10.13189/ujm.2018.060203
Gisselquist, R. M. (2014). Good Governance as a Concept , and Why This Matters for
Development Policy Working Paper No . 2012 / 30 Good Governance as a Concept , and
Why This Matters for Development Policy (Issue January 2012).
Government, P. T. for L. (n.d.). Importance of Public Transparency for Local Government _
Diligent Insights.
Haile, T. (2018). Service Delivery and Customer Satisfaction in the Public Sector (the Case of
Adama Transport Authority). International Journal of Advanced Research, 6(3), 487–
493. https://doi.org/10.21474/ijar01/6696

2|Page
Agyemang, G., Ahenkan, A., & Adom, K. (2017). Corporate governance and ethical practices in
Ghana: A descriptive study. Journal of Business and Retail Management Research, 12(2),
140-149.
Badawy, M. K. (2018). Corporate governance and ethical service delivery in Egyptian public
organizations: The moderating role of transparency. Corporate Governance: The
International Journal of Business in Society, 18(5), 914-935.
Cordeiro, W., Araujo, R., & Galvao, P. (2018). Accountability and ethical service delivery in
public organizations: Evidence from Brazil. International Journal of Ethics and Systems,
34(4), 533-549.
Goyal, Y., & Shukla, S. (2017). Stakeholder participation and ethical behavior: A study of Indian
firms. Journal of Business Ethics, 146(4), 825-840.
Muttakin, M. B., Khan, A., & Subramaniam, N. (2015). Corporate governance and corporate
social responsibility disclosure: Evidence from an emerging economy. Journal of
Business Ethics, 129(2), 371-384.
Ntim, C. G., Osei, K. A., & Mensah, A. (2015). Corporate governance, affirmative action and
firm value: Evidence from post-apartheid South African firms. International Business
Review, 24(5), 910-924.
Pasha, S., Oyewole, P., & Ikram, A. (2019). The impact of corporate governance on firm
performance: Evidence from the UAE. Journal of Accounting in Emerging Economies,
9(4), 567-585.
Subramanian, N., & Ramakrishnan, S. (2016). Corporate governance and sustainability reporting
in Indian companies. Journal of Cleaner Production, 136, 192-201.
Jing, W., Li, X., Chen, Y., & Zeng, X. (2021). The impact of environmental stressors on mental
health: A case study from the Pearl River Delta in China. Environment International, 150,
106452.
Shahid, M., & Hassan, M. A. (2021). The impact of COVID-19 on the mental health of doctors
and nurses in Pakistan. Journal of Loss and Trauma, 1-11.
Wang, J., Guo, M., & Hu, H. (2021). Comprehensive medical treatment in patients with COVID-
19 outside the ICU: a randomized controlled trial. BMC Infectious Diseases, 21(1), 1-10.
Zhang, Y., Hu, Z., & Fan, X. (2021). An observational cohort study of noise exposure, hearing
loss, and cognitive impairment among older adults in China. International Journal of
Environmental Health Research,1-10.
Hernández, C., Varela, K. del C. P., & Yadira. (2017). Instrumento de valoración familiar por el
modelo de dominios de la taxonomía II de NANDA/ Family assessment instrument based
on the Nanda taxonomy II domains model. Enfermería Global, 16(1), 457–473.
https://doi.org/http://dx.doi.org/10.6018/eglobal.16.1.2227951
History, B., Citizen, O. F., & Charters, S. (n.d.). C ITIZEN ’ S C HARTERS AND P UBLIC S
ERVICE.

3|Page
Hollyer, J. R., Rosendorff, B. P., & Vreeland, J. R. (2012). Measuring Transparency. SSRN
Electronic Journal. https://doi.org/10.2139/ssrn.2113665
Hollyer, J. R., & Vreeland, J. R. (2018). Society for Political Methodology Measuring
Transparency Author ( s ): James R . Hollyer , B . Peter Rosendorff and James Raymond
Vreeland Published by : Oxford University Press on behalf of the Society for Political
Methodology Stable
Hookana, H. (2011). Measurement of Effectiveness , Efficiency and Quality in Public Sector
Services - Interventionist Empirical Investigations. Managing Sustainability - 12th
Management International Conference, November, 23–26.
International Federation of Accountants (IFAC). (2013). Governance in the Public Sector: A
Governing Body Perspective. Consultation Draft for an International Framework, June,
6–39.
Kenosi, L. (2011). Good governance, service delivery and records: the African tragedy. Journal
of the South African Society of Archivists, 44, 19–25.
Kima, S. A., Okhimamhe, A. A., Kiema, A., Zampaligre, N., & Sule, I. (2015). Adapting to the
impacts of climate change in the sub-humid zone of Burkina Faso, West Africa:
Perceptions of agro-pastoralists. Pastoralism, 5(1). https://doi.org/10.1186/s13570-015-
0034-9
Koroso, N. H., van der Molen, P., Tuladhar, A. M., & Zevenbergen, J. A. (2013). Does the
Chinese market for urban land use rights meet good governance principles? Land Use
Policy, 30(1), 417–426. https://doi.org/10.1016/j.landusepol.2012.04.010
Kosec, K., & Wantchekon, L. (2018). Can information improve rural governance and service
delivery ? World Development, 115(xxxx).
https://doi.org/10.1016/j.worlddev.2018.07.017
Lau, E., Lonti, Z., & Schultz, R. (2017). Challenges in the Measurement of Public Sector
Productivity in OECD 180 Countries. International Productivity Monitor, 32, 180–195.
Li, J., Krishnamurthy, S., Pereira Roders, A., & van Wesemael, P. (2020). State-of-the-practice:
Assessing community participation within Chinese cultural World Heritage properties.
Habitat International, 96. https://doi.org/10.1016/j.habitatint.2019.102107
Lopes, N. V., Nielsen, M. M., Soares, D. S., & Tavares, A. (2017). Research gaps on public
service delivery. ACM International Conference Proceeding Series, Part F1280, 465–474.
https://doi.org/10.1145/3047273.3047388
Lvw, H., Nicholson-Crotty, S., Theobald, N. A., Nicholson-Crotty, J., Van Dooren, W., Lonti,
Z., Bouckaert, G., Sterck, M., Meyers, F., Verhoest, K., Leuven, E. B. K. U., Haag, D.,
Leuven, K. U., Ingraham, P. W., Kassel, D. S., Kouzmin, A., Löffler, E., Klages, H.,
Korac-Kakabadse, N., … Move-, C. P. (2003). Interpreting soft indicators of performance
in the public sector. Public Administration Review, 66(2), 1–28.
https://doi.org/10.2307/255526

4|Page
Mongkol, Kulachet, 2011. (n.d.). The Critical Review of New Public Management Model and its
Criticisms.
Mr.Salim M.Hamza. (2017). local government level in Zanzibar based good governance.
Muriu, A. R. (2013). Decentralization , citizen participation and local public service delivery.
PNUD. (2015). Guidance Note for Assessing Rule of Law in Public Administration. January, 16.
http://www.undp.org/content/dam/undp/library/Democratic Governance/Public
Administration/Assessing-Respect-for-Rule-

APPENDIX: -
Dear respondent,
I am currently a student of Yardstick international college, and I am doing my leadership thesis.
On corporate governance and ethical service delivery the case of selected offices in Gulelle sub
city. The purpose of this questionnaire is to gather data regarding service delivery and corporate
governance in the case of Gulelle sub city. The study is purely for academic purpose and thus

5|Page
doesn’t affect you in any case. All of your response to the given question would be used for the
research and will be kept confidential.
Your frank and timely response is vital for the success of the study. Therefor I kindly request
you to respond to each question carefully. Thank you in advance for your cooperation and timely
response. Questionnaire to be filled by of Employees (i.e., Officers, Team leaders and Office
Heads selected offices in the case of Gulelle sub city
Note
1. No need of writing your name
2. please return the completed questionnaire in time
Email: fekiremariambelete@gmail.com Phone number: +251910895953
Part I. PERSONAL INFOORMATION
1. Sex 1. Male 2. Female
2. Age______
3. Level Educational
1. Level / diploma
2. First Degree
3. MA/MSC and Above
4. Work Position
Officer Team leader Office head
5. Experience
1-5 years 5-10 10 and above

6. Office you are currently working

1. Job creation and industrial development office
2. Trade and industry office
3. Land management office
4. Manpower and Human resources Development office
Part II. Corporate governance practice

1. To what extent do you agree with or disagree with the following statement with reference
to practices by selected offices in Gulelle sub city and transparency.

Strongly Disagree (SD =1); Disagree (D = 2); Neutral (N = 3); Agree (A= 4); Strongly Agree
(SA= 5)

Transparency SD D N A SA
1. Gulelle sub city/your office has constituted an audit committee 1 2 3 4 5
independent from internal functions as per the guideline.
2. The financial reports are prepared on timely base and submitted to 1 2 3 4 5
city administration? And relevant state organs.
3. Executive reports in the annual financial statement on the going 1 2 3 4 5

6|Page
concern status.
4. The office has put in place a policy of disclosing gift issued in the 1 2 3 4 5
course of ethical service delivery.

2. To what extent do you agree with or disagree with the following statement with reference to
practices by selected offices in Gullele sub city and Stakeholder participation.

Strongly Disagree (SD =1); Disagree (D = 2); Neutral (N = 3); Agree (A= 4); Strongly Agree
(SA= 5)

Stakeholder participation SD D N A SA
5. your office leadership fully emplacement relevant views of 1 2 3 4 5
stakeholders in the community.
6.stakeholders actively participate in making decisions concerning 1 2 3 4 5
running of your office.
7. Sub city management has empowered stakeholder groups to 1 2 3 4 5
identify their needs.
8. Sub city management has put in place avenue stakeholder groups 1 2 3 4 5
freely consult group members on their needs.
9. Stakeholder participation in monitoring service delivery by your 1 2 3 4 5
office.
10. Gulelle sub city has established WARD committee which 1 2 3 4 5
challenges your office/sub city administrator on wastage of money
to keep down costs of providing service.

3. To what extent do you agree with or disagree with the following statement with reference to
practices by selected offices in Gulelle sub city and rule of laws.

Strongly Disagree (SD =1); Disagree (D = 2); Neutral (N = 3); Agree (A= 4); Strongly Agree
(SA= 5)

Rule of Laws SD D N A SA
11. Your office prepares budgets, development plans, and financial 1 2 3 4 5
statements in time.
12. Gulelle Sub city assembly approves the financial and planning 1 2 3 4 5
documents in time.
13. In adequate local revenue enabling frame work affect service 1 2 3 4 5
delivery.
14.Your office adheres to legal deadlines for statuary documents. 1 2 3 4 5
15. Your office recruits new employees while considering approved 1 2 3 4 5
budget provision.
16. Your office executives ensure the laws? Applicable to their 1 2 3 4 5
operations have been identified documents and observed.

7|Page
17. Your office carries out internal legal compliance audit annually 1 2 3 4 5
and implements its recommendation.
18. The policy on risk management and key risk to which your 1 2 3 4 5
office exposed is disclosed annual reports.
4. To what extent do you agree with or disagree with the following statement with reference to
practices by selected offices in Gulelle sub city and consensus orientations.

Strongly Disagree (SD =1); Disagree (D = 2); Neutral (N = 3); Agree (A= 4); Strongly Agree
(SA= 5)

Your office ensures that there is…. SD D N A SA

19. Agreement on goals and objectives. 1 2 3 4 5
20. Shared values and beliefs. 1 2 3 4 5
21. Ensures consistent communication and feedback. 1 2 3 4 5
22. Collaborative decision-making processes. 1 2 3 4 5
23. Openness to diverse perspectives and ideas. 1 2 3 4 5
24. Willingness to compromise and find common ground. 1 2 3 4 5
25. Trust in the group's ability to work together effectively. 1 2 3 4 5

26.Commitment to follow through on agreed-upon actions and plans. 1 2 3 4 5

27. Respect for individual differences and contributions. 1 2 3 4 5

28. Recognition of the importance of teamwork and cooperation in 1 2 3 4 5

achieving success.

5. To what extent do you agree with or disagree with the following statement with reference to
practices by selected offices in Gulelle sub city and Accountability.

Strongly Disagree (SD =1); Disagree (D = 2); Neutral (N = 3); Agree (A= 4); Strongly Agree
(SA= 5)

Accountability SD D N A SA
29. The sub city maintains accountability among its employees. 1 2 3 4 5
30. Remuneration received is considered fair pay for all workers at 1 2 3 4 5
the sub city level / your office level.
31. The sub city provides equal opportunity for employment 1 2 3 4 5
promotion which enhances service delivery.
32. Gulelle sub city public service office has in place a formal 1 2 3 4 5
transparent requirement and promotion policy for employees.
33. The promotion policy has been approved by Addis Ababa city or 1 2 3 4 5
federal public service executive.
34.the sub city has puts emplace succession plan for personnel for 1 2 3 4 5
continuing service delivery.
35. The sub city personnel are not assured of their current position 1 2 3 4 5
with a change of sub city administration.

8|Page
36. In your office, management has suspended staff in the past 1 2 3 4 5
without following due process.

Part III. Ethical service delivery in your office adequate to ensure that there is:-

You are delivering services at your office which is adequate to SD D N A SA

ensure that there is
A. fair service delivery to customers. 1 2 3 4 5
B. impartiality in service delivery. 1 2 3 4 5
C. compassionate in service delivery. 1 2 3 4 5
D. responsive service delivery. 1 2 3 4 5
E. integrity in service delivery. 1 2 3 4 5
F. inclusive service delivery. 1 2 3 4 5
G. efficient services delivery. 1 2 3 4 5
H. effective services delivery. 1 2 3 4 5

THANK YOU!!!

9|Page
10 | P a g e