The Effect Of Key Account Management Strategy On Customer Satisfaction In The Case Of Ethiopian Airlines

The primary objective of the study was to analyze the effect of key account management strategyrnon key accounts satisfaction. A conceptual model was developed and hypothesized .the resrecherrncollected data from 107 organizations, registeredas key accounts by Ethiopian airlines. Thernresponse rate for the study were 76.1%, SPSS V 21.0 used to analyze the data collected and torntest the hypotheses put forward. The finding of the study shows that the independent variablesrnnamed activity intensity and activity pro-activeness, actor`s commitment and relationshiprnbuilding have a positive and significant effect in key account satisfaction in the case of Ethiopianrnairlines, Which result in acceptance of the entire proposed hypothesis. These findings arernbeneficial for the companies who are working in the airline industry and for Ethiopian airlinesrnitself. The study also recommended further studies on the area by including other variables tornincrease understanding

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