Browsing by Author "Mengsitu, Woinshet"

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    Services Drlivery and Customer Satisfation: The Case of Ethiopian Telecommunications Corporation on Mobile Telephone
    (A.A.U, 2010-06) Mengsitu, Woinshet; Dash, C.D. (Professor)
    The main objective of this study was to identify the existing problems and situations of mobile service delivery by ETC and the factors that determine customers' satisfaction. To conduct this study, a descriptive survey was employed. Questionnaire survey, interview, document analysis and organizational observation were used Lo collect necessary data. The subjects of this study were chosen using systematic and purposive sampling procedures. The research study involved three categories of sample population: Customers, ETC employees and Management groups. Data analysis was made by using SPSS version 17 software such as percentage. Mean, standardization and t-test to identify whether were differences or agreement in the views of the respondents regarding various factors. The study findings indicate that there is disparity between the customer expectation and services actually received by customers. This study concludes that these factors should be fu filled or improved at the organizational level to satisfy customers slough improving the quality of services. The researcher strongly recommend, has to be a balance between expanding the service and alluring most recent technologies and physical facilities in the industry, and the corporation has LO enhance the skill of the existing ones and attract new skilled manpower from the market.