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Analysis of the Service Delivery and Customer Satisfaction of the Card System Users of the Ethiopian Electric Power

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dc.contributor.advisor Abitie, Asres (PhD)
dc.contributor.author Girma, Rebecca
dc.date.accessioned 2022-06-19T08:32:19Z
dc.date.available 2022-06-19T08:32:19Z
dc.date.issued 2022-03
dc.identifier.uri http://etd.aau.edu.et/handle/123456789/32056
dc.description.abstract The objective of this study was to analyze the service delivery and customer satisfaction of the card system users of the Ethiopian Electric power. The conceptual framework was designed by considering service quality & prepaid meter as an independent variables and customer satisfaction as dependent variable. To achieve the objective, five research questions and eleven hypotheses tests were formulated. The study adopted a survey research design as it entails the collection of primary data to answer questions concerning the determinants of customer satisfaction and service quality of the prepaid meter of EEPCO in worda 3 area. In order to check the reliability and internal consistency of the questionnaire, cronbach’s alpha was tested. The data were obtained by closed-ended and open ended questionnaires. The study took 4130 target population with sample of 365 respondents, out of which 340 (93.1%) were returned. The data were analyzed using SPSS (version 21). Both Descriptive and inferential statistics were used to analyze the data and interpret results. Pearson Correlation analysis shows that there was statistically significant positive relationship between all selected independent variables and dependent variable. Moreover, the regression result revealed most of the dimensions measuring the customer satisfaction of EEPCO were found to have their own significant effect except customer handling, empathy and tangibility. In regards to the results of regression analysis, it can be concluded that 74% of the variation in the customer satisfaction of EEPCO customers can be explained by the prepaid meter and the service quality dimensions. Based on the research findings and research conclusions, the institution should observe its service quality and prepaid meter dimensions and should come up with appropriate service delivery standards to satisfy its customers. Key words: Customer Satisfaction, Service Quality, Electricity, EEPCO, Customer handling, Bill collection, Service recovery, Complaint handling, Organizational climate, Reliability, Responsiveness, Empathy, Tangibility and Assurance. en_US
dc.language.iso en en_US
dc.publisher A.A.U en_US
dc.subject Customer Satisfaction en_US
dc.subject Service Quality en_US
dc.title Analysis of the Service Delivery and Customer Satisfaction of the Card System Users of the Ethiopian Electric Power en_US
dc.type Thesis en_US


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