The Impact Of Service Delivery Environment On Customer Satisfaction: The Case Of Ethio Telecom Enterprise Service Centers
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Date
2017-05-17
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Addis Ababa University
Abstract
This study presents the analysis of service delivery environment dimensions on customer satisfaction in ethio telecom Addis Ababa enterprise service centers. The main objective of the study was examining the impact service delivery environment dimensions on customer satisfaction. The research used quantitative approach and also descriptive and survey design were used. The variable used in this research were ambient condition, design factors, employee displayed emotions and customer density (independent variables) and customer satisfaction (dependent variable). The sampling technique used was convenient sampling. Self-administered close ended five point likert scale questionnaire was used to collect data from enterprise customers. Statistical package for social science (SPSS ) version 20 was used for the data analysis. Cronbach alpha coefficient(α=0.927) was calculated to check the reliability and validity of the questionnaire. The correlation coefficient analysis indicated a positive relationship between service delivery environment dimensions (employee displayed emotions, design factors and ambient condition) and customer satisfaction. And also the analysis indicated there is negative relationship between customer climate and customer satisfaction. Regarding regression analysis, multiple linear regression analysis revealed a statistical significance between service delivery environment dimensions and customer satisfaction. The conducted study showed that service delivery environment dimensions such as ambient conditions, design factors , employee displayed emotions and customer climate are the dimensions that create pleasant environment in ethio telecom enterprise service centers. This implied that service delivery environment dimentions highly influenced customers’ satisfaction in ethio telecom enterprise service centers. Therefore, the study suggested that ethio telecom managers should devise ways to improve employee displayed emotions, design factors and ambient conditions; and should work to decrease the customer density in ethio telecom service centers to increase customer satisfaction
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Keywords
Ambient condition, customer climate, customer satisfaction