Browsing by Author "Makonnen, Tigist"

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    Relationship between Service Quality and Customer Satisfaction: The Case of Ethiopian Airlines Call Center
    (Addis Ababa University, 2017-06-08) Makonnen, Tigist; Negi, Rakshit (PhD)
    This study was carried out with the intention of examining the relationship between the five service quality dimensions, namely Tangibility, Reliability, Assurance, Responsiveness and Empathy, and customer satisfaction, focusing particularly on Ethiopian Airlines Call Center. For this study, accessible sample size of 330, who have used Ethiopian Airlines Call Center at least ones, either through phone or email, was selected. A structured questionnaire was used to collect data form respondents by using a self-administered data collection system. Data analysis mainly took place with SPSS 20.0 to test hypothesized relationships. The study found out that three out of the five service quality dimensions, Assurance, Responsiveness and Empathy, have significant relationship with Customer satisfaction.On the other hand, the relationship between the rest two dimensions, Tangibility and Reliability, and customer satisfaction is insignificant.