The Effect of Good Governance on the Quality of Service Delivery at the University of Gondar

Abstract

This study examines the effect of good governance on the quality of service delivery at the University of Gondar. In recent years, many students, faculty members, and staff have expressed concerns about delays in services, lack of transparency, and weak accountability across different departments. While good governance is widely seen as essential to improving service delivery in public institutions, there is still limited research on how it directly impacts service quality in Ethiopian universities. The purpose of this study is to examine how six key aspects of governance, accountability, transparency, the rule of law, leadership and competence, political stability, and equity and inclusiveness affect service delivery performance at the university. A mixed-method approach was used. Surveys were conducted with data from 265 respondents, including students, academic staff, and administrators across all university campuses. The collected data were analyzed using both statistical tools and qualitative interpretation. The findings revealed that six governance variables, accountability, transparency, rule of law, leadership and incompetence, political stability, and equity and inclusiveness, had a positive and statistically significant effect on the quality of service delivery. Among these, accountability was identified as the strongest predictor, followed by transparency and the rule of law. The regression model produced an R Square value of 0.680, indicating that 68% of the variation in service quality, which confirms a strong connection between governance and performance. Overall, the study highlights the need for stronger, more inclusive, and transparent governance structures in universities. Improving these areas could lead to better services, more trust from stakeholders, and a more effective higher education environment.