Services Drlivery And Customer Satisfation The Case Of Ethiopian Telecommunications Corporation On Mobile Telephone

The main objective of this study was to identify the existing problems and situations of mobilernservice delivery by ETC and the factors that determine customers' satisfaction. To conduct thisrnstudy, a descriptive survey was employed.rnQuestionnaire survey, interview, document analysis and organizational observation were used Lorncollect necessary data. The subjects of this study were chosen using systematic and purposivernsampling procedures. The research study involved three categories of sample population:rnCustomers, ETC employees and Management groups. Data analysis was made by using SPSSrnversion 17 software such as percentage. Mean, standardization and t-test to identify whetherrnwere differences or agreement in the views of the respondents regarding various factors.rnThe study findings indicate that there is disparity between the customer expectation and servicesrnactually received by customers. This study concludes that these factors should be fu filled orrnimproved at the organizational level to satisfy customers slough improving the quality ofrnservices. The researcher strongly recommend, has to be a balance between expanding the service andrnalluring most recent technologies and physical facilities in the industry, and the corporation has LOrnenhance the skill of the existing ones and attract new skilled manpower from the market.

Get Full Work

Report copyright infringement or plagiarism