Service quality and customer satisfaction with COMA 2000: The Case of Ethiopian Telecommunication Corporation
| dc.contributor.advisor | Negi, Rakshit (PhD) | |
| dc.contributor.author | Teshome, Gezahegn | |
| dc.date.accessioned | 2020-10-14T08:12:57Z | |
| dc.date.accessioned | 2023-11-10T14:47:06Z | |
| dc.date.available | 2020-10-14T08:12:57Z | |
| dc.date.available | 2023-11-10T14:47:06Z | |
| dc.date.issued | 2011-05 | |
| dc.description.abstract | The purpose of this paper is to identify and examine the determinants of service quality and sati~faction of customers ofCDMA Ix. While modified SERVPERF model was used to measure the service quality aspects and customer satisfaction with CDMA Ix service of Ethiopian Telecommunication Corporation was measured by using a separate item. The modified SER VP ERF instrument maintained seven dimensions namely tangibles, reliability, responsiveness, empathy, assurance, network quality, and convenience with a total of 2 7 statements placed on a 5-point Likert type scale (l being strongly disagree to 5 being strongly agree). Furthermore, a sample of 240 respondents ' subscribers of CDMA Ix users in Addis Ababa city was drawn using stratified random sampling approach, and 206 completely .filled questionnaires were used in performing final analysis. The overall scale reliability (alpha) of the modified SERVPERF model was found to be 0.930. Additionally, findings support that three out of seven dimensions of modified SERVPERF were contributing significantly to determine overall customer satisfaction. Among theses network quality was found to be the most critical determinant of customer satisfactionfollowed by empathy and assurance. The main limitations of this study include small sample size and the geographical coverage to Addis Ababa city. Both the overall service quality and associated customer satisfaction were found to be reported below average, therefore it can be conclude that ETC has to do a lot on attributes associated with network quality, empathy and assurance, in order to bring higher the level of satisfaction of its customers. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/12345678/22730 | |
| dc.language.iso | en | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | IER | en_US |
| dc.title | Service quality and customer satisfaction with COMA 2000: The Case of Ethiopian Telecommunication Corporation | en_US |
| dc.type | Thesis | en_US |