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An assessment of service quality and institutional customer satisfaction (Ill the case of broadballd illterllet service of Ethiopiall telecommullicatioll corporatioll ill Addis Ababa)

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dc.contributor.author Sisay, Aschale
dc.date.accessioned 2018-07-02T08:21:08Z
dc.date.available 2018-07-02T08:21:08Z
dc.date.issued 2010-06
dc.identifier.uri http://etd.aau.edu.et/handle/123456789/5317
dc.description.abstract The purpose of this research is to investigate the casual relationship among service quality dimen ion and overall ervice quality and overall customer atisfaction, and identify service quality gap a experienced by institutional customers. Modified SERVQUAL model was used to measure the perceptions and expectations of broadband internet service customers of ETC. The tudy employed survey approach using structured questionnaire for the purpose of data collection, and a ample of 141 respondents was drawn using convenience sampling technique and 129 usable questionnaire were collected for final analysis. The eight modified dimensions of 'ERVQUAL, such as quality of network, service price, reliability, responsiveness, empathy, a surance, tangibles, and after sale service (a total of 35 statements) was used to measure Cll tomers' perceptions and expectations of the quality of broadband internet services u ing 7 pOint Likert type cale with 1 being very low and 7 being very high. The cale reliability (Alpha) of the modified SERVQUAL model was found to be 0.953. With regard to the service quality gaps, the highest gap was found in quality of network (-3.21) followed by after sale service (-2.79). The other fundamental findings of the study were the regre ion model for overall customer satisfaction and overall service quality. Three regreSSion model were found for overall customer satisfaction. In the first model, quality of network explains 36.90% the variation in overall customer satisfaction. In the second model, quality of network and after sale service as the only predictors, explains 42.80% of the variation in overall customer satisfaction and the third model explains 44.40% of the variation led by the predictors ' quality of network, after sale service & empathy. Likewise, two regression models were found for overall service quality with quality of network as the only Significance predictor for the first model explains 29.50% of the variation in overall service quality. For the second model, quality of network and after sale service together explains 35.90% of the variation. Since the service quality gaps for all the dimensions were negative and high, ETC has to perform a lot to narrow these gaps by managing customer expectations. In addition, quality of network & after sale service dimension were found to be the determinant of both overall service quality and customer sati ifaction; ETC should focu on the items of these dimension. Keywords - SERVQUAL, customer sati ifaction, service quality, perceptions and expectations, quality gaps, broadband internet service, Ethiopian Telecommunications Corporation. Paper type- Thesis en_US
dc.language.iso en en_US
dc.publisher Addis Ababa Universty en_US
dc.subject Education en_US
dc.title An assessment of service quality and institutional customer satisfaction (Ill the case of broadballd illterllet service of Ethiopiall telecommullicatioll corporatioll ill Addis Ababa) en_US
dc.type Thesis en_US


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