Browsing by Author "Mohammed, Seid (Dr.)"

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    Assessing after sales services quality: the case of ethio telecom back office
    (A.A.U., 2019-09) Fatuma, Umer; Mohammed, Seid (Dr.)
    This study was undertaken to assess after sales service quality in the ethio telecom back office view. After sales service delivered by ethio telecom and also determine whether service quality exerts a strong influence on the level of customer satisfaction; After sales service quality today has become not only the expression of every business enterprise, but also occupies reputed position in every discourse. No business organization can survive without building its customer satisfaction; likewise no organization can make a healthy living without meeting the needs of its customers. Two types of data were collected; Primary Data and Secondary Data. This was necessary since it helped to add to the findings of the study. A simple random sampling and purposive sampling method were used. This ensured that every member of the population had an equal chance of being part of the sample. The sample size chosen was 220 sales staff, where 11 have not returned and 9 are not filled correctly; finally, 200 were collected and interview with 10 senior sales staff was conducted. It was revealed that after sales service providing team were dissatisfied with the services and products of ethio telecom emphasizing that they would not recommend the company’s services to people. In addition, they mentioned some of the problems they have with the company that included unresponsive nature of the company’s back office staffs, sending across to customers, unsubscribed messages, and poor communication amongst others. In order to improve the services and products of ethio telecom, they recommend that ethio telecom must give attention to reviewing internally back office staffs’ response and follow up customer complaints until they are resolved, reward loyal customers and retain them and stop sending unsubscribed messages to customers. On the customer access levels, fiber optic backbone networks are recommended for improved service and reliability. Ethio telecom should provide more training about service quality to customer serving front and back staffs for more understanding of the offering as this has direct impact to customers’ expectations and perceptions.
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    E-Banking Service Quality of Ethiopian Banks
    (A.A.U., 2019-10) Dula, Befikadu; Mohammed, Seid (Dr.)
    The purpose of this study is to assess the quality of electronic banking services in Ethiopian banking industry. To conduct this study, the researcher collected data from the active electronic banking service users for the past consecutive two months. A mixed approach was used to answer the research questions that obtained from the existing literature and gathered data. A Purposive sampling technique was employed to recruit 150 of respondents representing the target criteria (age, duration of usage, and technology-know-how). The study statistically analyzed data obtained from respondents using SPSS version 20 (Statistical Package for Social Sciences). The electronic banking service was represented by security, system availability, ease of use, reliability and responsiveness. The result of the study indicates that a significant proportion of the sample respondents e-banking services like POS and Internet banking services potential were not adequately used by customers and the major problem that customers experienced on mobile banking was the lengthy steps in processing transactions. Based on the overall score value, it is possible to conclude that the Internet banking service, which was used by very small proportion of customers, was moderately satisfactory to the customers using the service. Finally, it is possible to suggest that serious measures has to be taken on the ICT and power supply infrastructure, as well as liberating network providers, banks updating their softwares and NBE re-establishing a legal framework on the usage of e-banking services. Last but not least, the National Bank of Ethiopia as the regulatory body of the financial sectors of the country, together with the banking sector stakeholders has to enforce banks to update and modernize their technology in order to satisfy the users of the electronic banking.
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    Liquid Cargo Transport Performance Assessment: The Case of National Oil Ethiopia – (NOC)
    (A.A.U., 2019-06) Fekade, Tilahun; Mohammed, Seid (Dr.)
    The road transport industry is by far the most predominant mode and backbone of the Ethiopian economy handling over 97% of domestic freight as stated in the Federal Republic of Ethiopia’s National Transport Master Plan study. Though it is a major focus of government regulatory activity, the Federal Road Transport Authority is not supervising the operation of liquid cargo transporters. This study is aimed at assessing the Liquid Cargo Transport performance in the case of National oil Ethiopia (NOC) Ethiopia. The purpose is to identify gap, constraints that affects liquid cargo transporters performance and which eventually affects the Oil Company. The research design employed is descriptive-cross- sectional which has a decisive role for quality research. In such a way, the researcher has selected a survey method and information has collected from 90 respondents from both NOC employees and transporters. The study indicates the elements identified in the research showed that they are crucial for the transporter performance. It also showed that National Oil Ethiopia and its outsourced Liquid cargo transporters have to work together so that both to be beneficial. The little emphasis given to one of the elements that is Safety Management by the transporter is a reflection of the attitude of most companies in the country. The business case for safety need to be understood by all stakeholders. Therefore, partnership mentality is needed to address the transporter performance issues which is within the hand of the National Oil Ethiopia and its Outsourced liquid cargo transporters. Apart from that government need to address the issues that affect liquid cargo transporters before it affects the supply chain of fuel in the country.