The Effect of E-Service Quality on Customer Satisfaction: The Case of Ethiopian Airlines, Addis Ababa
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Date
2023-06
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Addis Ababa University
Abstract
The aim of this study was to offer important insight into how Ethiopian Airlines' E-service quality affects customer satisfactions. The website design, customer privacy/security, customer support, and fulfillment are the main topics of this study. The convenience sampling technique, a non-probability sampling methodology, was employed in the study to select a sample from an infinite population. In order to gather primary data, self-administered questionnaires were prepared and given to 384 customers as part of the research's quantitative research approach. The questionnaire was developed based on four dimensions of e-service quality. In the methodology part the collected data are analyzed using descriptive statistical tools like mean and correlation and also to analyze the effect relationship regression analysis, normality test and multi-collinearity test was implemented using SPSS version 26 statistical tool. The following are some of the study's primary conclusions: Customer satisfaction has a positive association with all facets of E-service quality. According to the process regression analysis, customer satisfaction is positively and significantly correlated with website design (B= 0.893, P.01), security systems are positively and significantly correlated with customer satisfaction (B= 1.010, P0.01), customer support is positively and significantly correlated with customer satisfaction (B= 0.947, P.01), and fulfillment is positively and significantly correlated with customer satisfaction. The results of the study showed that customer satisfaction is positively and significantly influenced or affected by website design, customer service, customer privacy/security, and fulfillment
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E-service quality