Browsing by Author "Kebede, Lidya"

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    Determinants of Customer Satisfaction in Travel Agencies: The case of Travelport Ethiopia
    (Addis Ababa University, 2018-06-26) Kebede, Lidya; G/Medhin, Mulugeta (PhD)
    This study aims to identify and assess service quality, product and service features, customer demand fulfillment and customer complain handling system as the determinants of customer satisfaction in travel agencies, the case of Travelport Ethiopia. The study employed explanatory research design, using quantitative methods based on questionnaires collected from the total population of travel agencies in Addis Ababa region. Self-administered questionnaires have been distributed to 410 randomly selected samples and out of this, analysis was made based on the data collected from 370 respondents. The data obtained using this questionnaire were analyzed using Descriptive statistics, Pearson correlation analysis, Data normality test, Multicollinearity test, one way ANOVA analysis , factor analysis and regression with the support of SPSS for analysis and summarization purposes. The psychometric properties of this instrument were assessed using validity and reliability test. This was followed by simultaneous linear regression to identify the most important dimensions of customer satisfaction. The study establishes that service quality, product and service features, customer demand fulfillment and customer complain handling system have all a positive and significant effect on customer satisfaction in Travelport Ethiopia. The study has suggested that Travelport Ethiopia Management must invest on the latest technologies and automate various processes to meet customer satisfaction.