Organizational Conflict and Its Effect on Customer Satisfaction: The Case of Ethiopian Airlines Interline and Ticket Office, Addis Ababa
No Thumbnail Available
Date
2020-06
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Addis Ababa University
Abstract
Customer satisfaction has been one of the main concerns of the airline industry all over the
world. This has been necessitated by the stiff competition in the aviation industry. Airlines are
striving hard to offer quality services to keep existing customers and to convince new ones as
well. The main objective of the research is to explore the causes of conflict and resolution
mechanisms between customers and Ethiopian Airlines Interline and Ticket Office staffsusing
five dimensions, namely poor communication, knowledge gap, punctuality, personal problem and
resource with customer satisfaction based on literature review. A sample of 294 customers was
taken. The questionnaire was developed based on five dimensions, in addition someopen ended
questions also prepared and distributed for Agents.Both quantitative and qualitative methods
were used to organize and analyze the data.The quantitative method involves a series of
tabulationbyusing Microsoft Excel 2013, and STATA version 13.Similarly, for the qualitative
method, the data was organized in to different themes and analyzed thematically.Findings
revealed that poor communication and resource had least mean score value and they were
potential causes of conflict and customer dissatisfaction. From the mean result of five
dimensions poor communication and resource are negatively affecting customer satisfaction,
whereas knowledge gap, personal problem and punctuality have positive effects with their own
degree on customer satisfaction.
Recommendations that was made include; Ethiopian airlines need to give due attention and do
strongly on the dimensions of poor communication and resource which were the potential causes
of conflict and had significant effect on customer satisfaction. Ethiopian airlines recommended
to work in an integrated manner with other offices like security, immigration, airport, and
custom, especially in co-activities. Agents’ need more skill-based training on how to handle anirritate, and angry customer while they are on duty. In addition they need also update themselves
with the dynamic environment, so that they can understand customer’s expectations.
Description
Keywords
Organizational Conflict, Service, Customer Satisfaction