Browsing by Author "Habtamu Melkamu"

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    Analysis of Barriers in Employees-Passengers Communication in Air Transprtation: Ethiopian Airlines in Focus
    (Addis Ababa University, 2023-06) Habtamu Melkamu; Dr. Abdulaziz Dino
    The objective of this research is to analyze the barriers for employees-passengers communication effectiveness in Ethiopian airlines at AABIA. To do so, the researcher used four communication dimensions (i.e., technology factors, employee attitudes, customer responsiveness and communication skills) as a key measurement based on his observation and having a review of previous related works.To undertake the study, a questionnaire was designed and employed in Likert scales. Interview was also used. Total samples of 384 passengers were selected roughly out of 18,750 population and 360 valid responses were collected from Ethiopian Airlines passengers. Interviews were also conducted with 10 customer service officers of Ethiopian Airlines at AABIA. A descriptive statistic was used by using SPSS software version 26. The descriptive statistic result showed that on the barriers that affect employees-passengers communication effectiveness at Ethiopian Airlines’ overall mean value is 3.08 with a moderate level of agreement which includes: the overall mean for the employee attitude (3.80), communication skill (3.01), customer responsiveness (2.76), and technology factors (2.62). The result shows the correlation coefficient between effective communication and customer responsiveness have a positive moderate relationship (r=0.711, P=00.000); effective communication and technology factors have positive moderate relationship(r= 0.788, p=00.000). Furthermore, communication skills and effective communication have positive strong relationship(r=0.888, p=00.000); employee attitudes has also a positive strong relationship with effective communication (r=0.898, p=00.000). The Overall findings provide significant support for the technology factors, employee attitudes, customer responsiveness and communication skills influenced the effectiveness of employees-passengers communication at Ethiopian Airlines.