The Effect Of Product Quality On Customer Satisfaction The Case Of Ethio Telecom

In today’s dynamic business environment the customer is the heart and soul to the organization. Therefore, evaluating customer satisfaction is indispensable element in any strategy for product success and company business performance improvement. Satisfaction is a person's feelings of pleasure or disappointment that resulted from comparing a consumed product's perceived performance to expectations. Therefore, satisfaction was examined by the means of a survey using questionnaires. This research aims to analysis the effect of product quality on customer satisfaction in telecom sector in case of ethio telecom. In particular, this paper answers the effect of product quality on customer satisfaction through the eight product quality dimensions. It used quantitative research analysis method, and the data collected and analyzed with descriptive and inferential statistics. The result showed a positive correlation among the variables and significant effect of product durability, aesthetic and perceived quality to customer satisfaction. The result also showed insignificant effect of product performance, feature, conformance, reliablity and serviceability to customer satisfaction

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