Assessing Customer Satisfaction of Broadband Internet Servce Users in Ethiopian Telecommunication Corporation (The Case Study of Organizational Users in Addis Ababa)
| dc.contributor.advisor | Mekonnen, Worku (PhD) | |
| dc.contributor.author | Mekonnen, Genetwork | |
| dc.date.accessioned | 2020-10-14T07:30:55Z | |
| dc.date.accessioned | 2023-11-10T14:47:04Z | |
| dc.date.available | 2020-10-14T07:30:55Z | |
| dc.date.available | 2023-11-10T14:47:04Z | |
| dc.date.issued | 2011-04 | |
| dc.description.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. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/12345678/22721 | |
| dc.language.iso | en | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | IER | en_US |
| dc.title | Assessing Customer Satisfaction of Broadband Internet Servce Users in Ethiopian Telecommunication Corporation (The Case Study of Organizational Users in Addis Ababa) | en_US |
| dc.type | Thesis | en_US |