Assessing Customer Satisfaction Of Broadband Internet Servce Users In Ethiopian Telecommunication Corporation (the Case Study Of Organizational Users In Addis Ababa)

The purpose of this paper is to assess customer satisfaction ofrnBroadband Internet service users in ETC in the case study ofrnorganizational users in Addis Ababa. A sample of 261 organizationrncustomers from three zones i.e., North Addis Ababa Zone, South WestrnAddis Ababa Zone and East Addis Ababa Zone has been targeted for thisrnstudy. The SERVQUAL model was applied. The descriptive type of studyrnfocused on the five dimension of service expectation and perception i.e .,rnTangibles, Reliability, Responsiveness, assurance and Empathy. Thernresult shows that all five dimensions recorded a negative service qualityrngap score. This indicates that the respondent's perception fall short ofrntheir expectations. The reliability dimension shows the highest gap score (-rn0.70), Then, tangibility (-0.57), responsiveness (-0.54), empathy (-0.51) andrnassurance (-0.45). This is indicating a certain degree of dissatisfactionrnamong the customer. A s per the result of the research, the organizationalrncustomers are dissatisfied, so providing more attention for improvement ofrndelivering quality service in all dimensions is recommended.

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