Determinants of Customer Satisfaction in Mobile Service: the case of Safaricom Ethiopia
| dc.contributor.advisor | Asres Abitie (PhD) | |
| dc.contributor.author | Rahwa Berhanu | |
| dc.date.accessioned | 2023-12-08T12:17:30Z | |
| dc.date.available | 2023-12-08T12:17:30Z | |
| dc.date.issued | 2023-06-06 | |
| dc.description.abstract | Customer satisfaction is a measure of how happy customers are with a product or service, it is an important goal for all businesses. By focusing on customer satisfaction, businesses can improve their bottom line and create a more positive customer experience. This study was conducted with the objective of finding out determinants of customer satisfaction for Safaricom mobile service subscribers in Addis Ababa. A self-administered, structured questionnaire was used to collect data from respondents which were sampled out of 400 customers targeted in the study, there were 352 completed questionnaires representing 91% response. The statistical part of analysis is based on descriptive statistic and inferential statistics, Correlation, and regression analysis. To analyze the results, SPSS version 22 was used. Results show that Reliability, assurance, responsiveness, and Empathy are important variables that have a significant impact on consumer satisfaction. The findings of the study demonstrated a favorable and substantial association between the independent variables of Reliability, assurance, responsiveness and Empathy and the dependent variable of customer satisfaction. Finding of the study concludes majority of respondents were satisfied with overall mobile service. It’s recommended to focus on quality, to listen customers and to be responsive. | |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/457 | |
| dc.language.iso | en | |
| dc.publisher | A.A.U | |
| dc.subject | Customer satisfaction, customer experience | |
| dc.title | Determinants of Customer Satisfaction in Mobile Service: the case of Safaricom Ethiopia | |
| dc.type | Thesis |