Browsing by Author "Tegene, Dawit"

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    The Effect of After Sales Services Quality on Customer Satisfaction: The Case of Ethio Telecom
    (Addis Ababa University, 2019-06) Tegene, Dawit; G/Medhin, Mulugeta (PhD)
    In recent decades, the topic of after sales services get the highest attention in today’s business across the globe since it impacts significantly the customers satisfaction. The general objective of the study was to investigate the factors that influence the customer satisfaction in related with after sales services domain on the telecom sector particularly the case of Ethio Telecom Key Account customers. A sample size of 147 was taken from Key Account customers located at Addis Ababa. Quantitative method of data collection was employed to collect the data through questionnaire. For the proper accomplishment of the study, the primary data were collected using Likert scale type questionnaire. Accordingly, 136 questionnaires were collected representing a 92.5 percent response rate. The study adopted quantitative method and the descriptive as well as inferential analysis has been done using SPSS Version 20. The major finding of the study indicated that after sales service quality i.e. provision of information, installation, billing service, customer complaint handling and enhanced service quality dimensions are positively & significantly affected the customer satisfaction except for one variable out of the total six variables. Moreover, 81.5% of the variations in customer satisfaction are explained by after sales services quality dimensions in Ethio Telecom. Based on the findings of the study, the researcher recommends the company to work on after sales services quality dimensions in providing enough information of product and services, make installations in highest quality with skilled professionals, dispatching quality bill to customers, manage customer complaints quickly and to give maximum focus on the dominate factor which is enhanced service quality (tangibility, reliability, responsiveness, assurance & empathy) to enhance the customer satisfaction.