Browsing by Author "Desta, Mussie"

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    Assessment 01 Service Quality and Customer satisfaction towards the Mabile Services a! Ethiopian Telecommunications Corporation; the case oj Addis Abba
    (Addis Ababa University, 2010-06) Desta, Mussie; K.S., Bose (PhD)
    The study focused on the assessment of service quality and customer satisfaction of mobile service users of Ethiopian Telecommunication Corporation in Addis Ababa. The original five SERVQUAL dimensions developed by Parasuraman et al (/988) and additional two dimensions specific to telecom sector were used to assess the customer satisfaction. A sample of 400 respondents was selected using a purposive approach among which 379 were collected. The finding shows that the majority (59./%) of respondents were dissatisfied. The study also indicated thaI responsiveness is the most important dimension which can influence the overall satisfaction of the customers followed by assurance, tangibles and network quality. Generally the study implies that ETC has to do a lot of work to satisfY its customers. Customers are more demanding for a good customer care service than the network quality, which may take some investment. If ETC works beller with what it has and make its philosophy customer-centric, there could be more satisfied customers. And the requirement for this is management and employees commitment to meet and exceed customers' needs and expectation