Examining Effect Of Postpaid Bill Collection Practice On The Performance Of Ethio Telecom

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Addis Ababa University


This research has aim to examine the effect of post-paid bill collection practice of Ethio Telecom, the only telecom service provider in Ethiopia. A sample of 173 were taken from the employee of Ethio Telecom, Billing and Credit Control Section and Bill complaint Management section of customer service division and Billing operation section under information system division. The methodology used for data collection was Questionnaire which is conducted on online bases to combat COVID-19 pandemic. Explanatory and quantitative research method was Employed to collect the data through questionnaire, accordingly 148 respondents filled the questionnaire fully, which represented 85.54% of the sample size. The study adopted quantitative method and the descriptive as well as inferential analysis has been done using SPSS Version 20. The major finding of the study indicated that , The independent Variables, Issuance of Quality Bill, Billing and Customer Care system, Collection Options, Debt control Management and Dispute Management were positively and moderately correlated with dependent variable, Post paid bill collection performance. From the regression analysis model summary result indicated that the independents variables represented the dependent variable by 64.5%. Generally, this report would identify the general issues of bill collection practice mainly issuance of quality bill, Billing and customer care System, collection options, debt control management, dispute management and their level of effects and relationships on efficiency of postpaid bill of Ethio Telecom.



Issuance of Quality Bill, Bill collection efficiency, Billing and customer care system, Collection option