Assessment 01 Service Quality And Customer Satisfaction Towards The Mabile Services A Ethiopian Telecommunications Corporation The Case Oj Addis Abba

The study focused on the assessment of service quality and customer satisfaction of mobilernservice users of Ethiopian Telecommunication Corporation in Addis Ababa. The original fivernSERVQUAL dimensions developed by Parasuraman et al (/988) and additional two dimensionsrnspecific to telecom sector were used to assess the customer satisfaction. A sample of 400rnrespondents was selected using a purposive approach among which 379 were collected. Thernfinding shows that the majority (59./%) of respondents were dissatisfied. The study alsornindicated thaI responsiveness is the most important dimension which can influence the overallrnsatisfaction of the customers followed by assurance, tangibles and network quality. Generally thernstudy implies that ETC has to do a lot of work to satisfY its customers. Customers are morerndemanding for a good customer care service than the network quality, which may take somerninvestment. If ETC works beller with what it has and make its philosophy customer-centric, thererncould be more satisfied customers. And the requirement for this is management and employeesrncommitment to meet and exceed customers' needs and expectation

Get Full Work

Report copyright infringement or plagiarism