Effects of Service Quality on Re-Purchase Intention in the Case of Ola (Oilibya) Energy Ethiopia Limited
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Date
2023-05
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Addis Ababa University
Abstract
This study focuses on how OLA Energy Ethiopia Limited (oilibya) Company's service quality affects customers' intentions to make re- purchases. This study's primary goal was to investigate how consumer repurchase intentions in the study area are impacted by service quality. As a research design, both qualitative and quantitative research methods were used. The research was accomplished using cross-sectional research design through which Using a random sampling technique, gather data from sampled respondents. The sample was selected randomly from each stratum using proportional allocation after stratification of the four types of customers. The questionnaire was disseminated to 270 respondents’ Quantitative information from questionnaire questions was analyzed using the 26th version of the Statistical Package for Social Science (SPSS). To evaluate the data, Pearson correlation and multiple linear regression were utilized along with descriptive and inferential statistical methods. The finding indicates that the most limiting factors of re-purchasing intention of OLA energy company customers were REL, TAN, ASSU, RESP, and EMP, which were identified as significant effect that affects the customers re-purchasing intentions. R2 value of this study is 0.600. This means 60.0% The independent variables contributed to the explanation of the variation in repurchase intention. The study's findings are that there is a positive correlation between the measurements of the effects of service quality, according to the correlation results and customer re-purchasing intentions. Since, this study concluded that REL, TAN, ASSU, RESP, and EMP variables have a favorable and significant impact on the customers of OLA Energy Company's plan to the study area. Therefore, the research recommended that in order to improve customers re-purchasing intentions, the individual attributes of reliability, tangibility, assurance, responsiveness, and empathy as well as OLA energy (oilibya) company managers and stockholders should give much attention
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Re-purchasing intention (REPI)