A Study of Customer Satisfaction and the Mediating Role Service Quality in the Relation Between Customer Orientation and Customer Satisfaction, A Case of Ethiotelecom’s Indoor Mobile Network Coverage in the City of Addis Ababa
| dc.contributor.advisor | Lakew, Alemu (PhD) | |
| dc.contributor.author | Samuel, Deribew | |
| dc.date.accessioned | 2020-12-04T06:18:20Z | |
| dc.date.accessioned | 2023-11-04T09:36:42Z | |
| dc.date.available | 2020-12-04T06:18:20Z | |
| dc.date.available | 2023-11-04T09:36:42Z | |
| dc.date.issued | 2020-06 | |
| dc.description | A Thesis Submitted to Addis Ababa University, College of Business and Economics for the Partial Fulfillment for the Requirement of the Degree of Master of Business Administration | en_US |
| dc.description.abstract | This research paper aims to study the success of Ethiotelecom’s indoor mobile network coverage. The study mainly focuses on the indoor mobile network coverage of Ethiotelecom. Ethiotelecom deployed indoor mobile network coverage for 334 buildings in Addis Ababa. Indoor mobile network coverage is needed because providing coverage using conventional outdoor signal sources is difficult inside buildings due to several factors. The objective of the study is to identify the factors that affect the customer satisfaction of Ethiotelecom’s customers regarding the indoor mobile network coverage. The effects and relationships of customer orientation, service quality, and mobile network performances on customer satisfaction were studied. For this study, quantitative data from 204 respondents were analyzed. From the analysis of the study, it was found that customers are not satisfied with the indoor mobile network coverage. Service Quality, Customer orientation, and Mobile network were proven to have a positive and significant relationship with Customer Satisfaction. Another takeaway from the research is that service quality plays a mediating role in customer orientation and customer satisfaction. Additionally, the research has found that there is a significant variation in customer satisfaction, service quality, and mobile network performance based on the purpose of the building the indoor system is installed. This study recommends Ethiotelecom to improve its mobile network service, to be more customer oriented, improve its service quality to satisfy its customers | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/23838 | |
| dc.language.iso | en | en_US |
| dc.publisher | A.A.U | en_US |
| dc.subject | Customer Satisfaction, Mobile | en_US |
| dc.subject | Customer Orientation, Indoor Mobile Network | en_US |
| dc.subject | Mobile Network Performance | en_US |
| dc.title | A Study of Customer Satisfaction and the Mediating Role Service Quality in the Relation Between Customer Orientation and Customer Satisfaction, A Case of Ethiotelecom’s Indoor Mobile Network Coverage in the City of Addis Ababa | en_US |
| dc.type | Thesis | en_US |