Assessing Customer Satisfaction of Broadband Internet Servce Users in Ethiopian Telecommunication Corporation (The Case Study of Organizational Users in Addis Ababa)
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Date
2011-04
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Addis Ababa University
Abstract
The purpose of this paper is to assess customer satisfaction of
Broadband Internet service users in ETC in the case study of
organizational users in Addis Ababa. A sample of 261 organization
customers from three zones i.e., North Addis Ababa Zone, South West
Addis Ababa Zone and East Addis Ababa Zone has been targeted for this
study. The SERVQUAL model was applied. The descriptive type of study
focused on the five dimension of service expectation and perception i.e .,
Tangibles, Reliability, Responsiveness, assurance and Empathy. The
result shows that all five dimensions recorded a negative service quality
gap score. This indicates that the respondent's perception fall short of
their expectations. The reliability dimension shows the highest gap score (-
0.70), Then, tangibility (-0.57), responsiveness (-0.54), empathy (-0.51) and
assurance (-0.45). This is indicating a certain degree of dissatisfaction
among the customer. A s per the result of the research, the organizational
customers are dissatisfied, so providing more attention for improvement of
delivering quality service in all dimensions is recommended.
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