Perceived Customer Service Quality And Its Effect on Organizational Image: The Case of Ethiopian Airlines
| dc.contributor.advisor | Desalegn Amlaku (PhD) | |
| dc.contributor.author | Mahlet Debebe | |
| dc.date.accessioned | 2024-05-23T07:21:33Z | |
| dc.date.available | 2024-05-23T07:21:33Z | |
| dc.date.issued | 2024-01-31 | |
| dc.description.abstract | The purpose of this study is to examine the perceived customer service quality and its effect on the organizational image of Ethiopian Airlines, utilizing the AIRQUAL model. The research employs a quantitative approach with a descripto-explanatory design that incorporates descriptive and explanatory methods. A convenience sampling approach is employed to select the sample, with 384 questionnaires distributed and 288 validly completed responses received. The data is analyzed in two segments, with descriptive analysis addressing the first question and regression analysis covering the remainder of the questionnaire. The descriptive analysis reveals that Airlines Tangible (AT), Empathy (EY), and Image (IG) elicit a favorable response regarding the current customer service quality, while Terminal Tangible (TT) and Personal Services (PS) garner the highest level of disagreement. In the regression analysis, the correlation is significant at a 95% confidence level for the image, while it falls within the range of 87% and 96% for the other components, namely, Terminal Tangible, Personnel Services, and Empathy. However, the independent variable Terminal Tangible displays a negative and insignificant correlation with the dependent variable at a 99% confidence level. Conversely, the independent variable personnel display a negative correlation with all the components of the dependent variable, where the correlation is significant at 95% for all components. In addition, an hypothesis test was test using beta Coefficients, accordingly Airline tangible, Empathy, Image have a positive and significant effect on the organizational image of Ethiopian Airlines at P value greater than 0.05 with beta coefficient value of 0.085, 0.303,0.10 5resepctively, the other independent variables personnel services and Terminal tangible has a negative and insignificant effect on the dependent variable organizational image with P value less than 0.05 with beta coefficient value of -.306 and -.315.The findings of the study provide decision-makers with an indication of improvement, particularly regarding variables that exhibit a negative correlation with dependent variables, mainly terminal tangible and personnel services. Additionally, Ethiopian Airlines' management should prioritize implementation of the study's outcomes to enhance their customer service quality. They should focus on enhancing the check-in process by implementing innovative systems, creating comfortable spaces with excellent air conditioning, and acquiring additional trolleys to enhance security and improve baggage handling. Furthermore, the company should thoroughly assess its personnel services and terminal tangible variables and concentrate on enhancing the quality of services as a result of the correlation relationship effect. | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/3023 | |
| dc.language.iso | en_US | |
| dc.publisher | AAU | |
| dc.title | Perceived Customer Service Quality And Its Effect on Organizational Image: The Case of Ethiopian Airlines | |
| dc.type | Thesis |