Browsing by Author "Elshaday Fikru"

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    Factors Affecting Telecommunication Service Quality in the Case of Ethiopian Telecommunication Company
    (A.A.U, 2024-05-29) Elshaday Fikru; Abera Legesse (PhD)
    The purpose of this research was to investigate and analyze Factors affecting telecommunication service quality in the case of Ethiotelecom. This research applied descriptive research and explanatory design technique to analyze the factors of telecommunication service quality. The source of the research is both primary and secondary data. Non probability convenience sampling method is used. And the research applies mixed research approach. The target population of this study is Ethiotelecom residential active customers therefore; sample size for this study is 384. Data were analyzed using descriptive statistics, correlations, and multiple linear regression models to identify the relationship between predictor variables of telecommunication service quality, which is innovation, Network security, service failure and Awareness. The overall findings of the study revealed that the data underscores the critical role of innovation, network security, and customer awareness in enhancing service quality at Ethiotelecom. By prioritizing these areas, Ethiotelecom can improve its service delivery, reduce failures, and enhance overall service quality. Investing in innovative solutions, strengthening network security, and actively promoting service quality can help Ethiotelecom maintain its competitive edge and foster long-term customer loyalty. Key words, Innovation, Network Security, Service failure and Awareness.