The Effect of Broadband Service Recovery on Customer Satisfaction: The Case of Ethio Telecom Corporate Enterprise Customers’
| dc.contributor.advisor | Temesgen Belayneh (PhD) | |
| dc.contributor.author | Melaku Tefera | |
| dc.date.accessioned | 2024-03-05T08:21:00Z | |
| dc.date.available | 2024-03-05T08:21:00Z | |
| dc.date.issued | 2022-06 | |
| dc.description.abstract | The goal of this study was to see how broadband service recovery affected customer satisfaction, specifically of Corporate Enterprise Customers of Ethio Telecom. After examining the research aims and questions, a quantitative and qualitative research approach as well as Descriptive and explanatory research design were used. To narrow the scope of the study, proportionate stratified sampling has applied for the five sections (Service Enterprises, International, Production, Finance & Government) and each section has considered as strata and simple random sampling were used to select the sample. To collect quantifiable data, a systematic questionnaire was designed and distributed to a sample of 158 clients within the corporate Enterprise department. All the questionnaires were returned with a 100% response rate and were deemed to be valid for data analysis. Three client groups also participated in a focus group discussion. Almost all client groups have trouble communicating with Ethio Telecom when an international gateway has down. Subscribing to a redundancy line, on the other hand, is recommended by Ethio Telecom in order to protect the main link. Furthermore, the quantitative data was analyzed using both descriptive and inferential statistics. According to the multiple regression analysis, the independent variables have a positive and significant effect on the dependent variable. Enhancing broadband service quality through network optimization and the use of alternative connectivity sources, working with Ethiopian Electric Power to install fiber optic connections on their power poles to secure the infrastructure and the operator should work on its own power supply in order to protect clients who are affected by a commercial power outage are some of the recommendation to be considered. Key words: Service Recovery, Network Operating System Management, Broadband, Account manager, Fixed Network Maintenance | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/2147 | |
| dc.language.iso | en_US | |
| dc.publisher | Addis Ababa University | |
| dc.title | The Effect of Broadband Service Recovery on Customer Satisfaction: The Case of Ethio Telecom Corporate Enterprise Customers’ | |
| dc.type | Thesis |