Organizational Conflict And Its Effect On Customer Satisfaction The Case Of Ethiopian Airlines Interline And Ticket Office Addis Ababa

Customer satisfaction has been one of the main concerns of the airline industry all over thernworld. This has been necessitated by the stiff competition in the aviation industry. Airlines arernstriving hard to offer quality services to keep existing customers and to convince new ones asrnwell. The main objective of the research is to explore the causes of conflict and resolutionrnmechanisms between customers and Ethiopian Airlines Interline and Ticket Office staffsusingrnfive dimensions, namely poor communication, knowledge gap, punctuality, personal problem andrnresource with customer satisfaction based on literature review. A sample of 294 customers wasrntaken. The questionnaire was developed based on five dimensions, in addition someopen endedrnquestions also prepared and distributed for Agents.Both quantitative and qualitative methodsrnwere used to organize and analyze the data.The quantitative method involves a series ofrntabulationbyusing Microsoft Excel 2013, and STATA version 13.Similarly, for the qualitativernmethod, the data was organized in to different themes and analyzed thematically.Findingsrnrevealed that poor communication and resource had least mean score value and they werernpotential causes of conflict and customer dissatisfaction. From the mean result of fiverndimensions poor communication and resource are negatively affecting customer satisfaction,rnwhereas knowledge gap, personal problem and punctuality have positive effects with their ownrndegree on customer satisfaction.rnRecommendations that was made include; Ethiopian airlines need to give due attention and dornstrongly on the dimensions of poor communication and resource which were the potential causesrnof conflict and had significant effect on customer satisfaction. Ethiopian airlines recommendedrnto work in an integrated manner with other offices like security, immigration, airport, andrncustom, especially in co-activities. Agents’ need more skill-based training on how to handle anirritate, and angry customer while they are on duty. In addition they need also update themselvesrnwith the dynamic environment, so that they can understand customer’s expectations.

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