Browsing by Author "Dereje, Firanoli"

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    The Effect of Service Recovery on Customer Satisfaction The Case of Omedad plc
    (Addis Ababa University, 2020-10) Dereje, Firanoli; kebede, Hailemariam (PhD)
    The objective of this study is to examine the effect of service recovery on a customer satisfaction in omedad plc. Customer satisfaction is vital for success. However, in many businesses, service failure may surface despite consistent avoidance efforts. Although predominant attention on service recovery has been assessed on omedad plc. Data was gathered through a survey using a structured questionnaire with a sample of 348 but mean while only the returned 298 instruments where analyzed using regression analysis through the use of statistical package for social science (SPSS) version 20.Convenience sampling technique was used for this study and the respondents were selected from 5 selling branches that are allocated in only Addis Ababa city. A conceptual framework and three prepositions were developed indicating that customer satisfaction is influenced by three justice dimensions of service recovery which is distributive justice, procedural justice and interactional justice. This study only contained household customer because it was easy and adequate to get customer respond faster