Good Governance and Service Delivery in Selected Municipalities: The Case Study of East and West Gojjam Zones of Amhara Regional State

This study underpinned assessing good governance and service delivery in East and West Gojjam Zones. The researchers used a mixed research approach and employed convergent parallel research design. The researchers depend on both probability and non-probability sampling technique to select the research participants while simple random sampling was applied to select the municipalities from each zone and those who have filled the questionnaires were accidentally selected. Purposive and proportional sampling techniques were used to select the key informants of the study and to determine the sample size respectively. Questionnaires, key informant interviews and FGDs were held to gather the primary data which were further supported by secondary data. Data was presented by using tables and the researchers used thematic and simple descriptive analysis techniques. The study found that the major principles of good governance were not fully exercised and implemented in the study area. The study also revealed that rules and regulations of the municipality were not clearly known or understood by the customers. Despite the existence of rules and regulations in the municipality, customers were not served accordingly. The study additionally found that good governance plays a role in enhancing service delivery in the municipalities. Finally, the study found out that there are various challenges or obstacles that can undermine the practice of good governance while delivering service to the municipality customers. Therefore, the study concluded that the practice of good governance in the provision of service delivery was poor in the municipality. To this end the study recommended that the municipalities should strictly adhere to the principles of good governance and thereby they can enhance service delivery.