An Assessment Of Customers’ Perception Towards Ethio Telecom Broadband Service Delivery Practices; The Case Of Ethio Telecom Financial Enterprise Customers
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Date
2017-06
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Addis Ababa University
Abstract
This study is aimed to assess the level of customers’ perception towards ethio telecom
broadband service delivery practices by focusing on financial institutions in Addis Ababa
as target population. The study adapted the framework developed by Muhammad,
Mahmudul & Abdul (2012) which focuses on broadband customers’ perception and
buying intention against existing practice of broadband providers considering different
dimensions like: service quality, technical and functional qualities and experience
economy. Both descriptive and explanatory methods are applied to study the level of
exiting service delivery practice of ethio telecom and the level of customers’ perception.
The result from the descriptive analysis shows that ethio telecom has good practices in
communication level, competency and courtesy of its central broadband staffs and
accessibility of its broadband support at shops and contact center. The result, on the
other hand shows that, there is relatively poor practices in accessibility of broadband
price and technology, maintenance delay, competency of field maintenance staffs,
security level of broadband service, broadband speed, performance of access modems
and broadband link outage. The result from correlation study shows that there is
significant correlation between some of the ethio telecom service delivery practices and
customers’ perception. According to the result from multinomial regression analysis,
there is no association or prediction between variables representing ethio telecom
service delivery practices and overall perception of broadband customers towards ethio
telecom service delivery practices. This study recommended conducting competency
assessment and skill development for broadband field intervention staffs and to remove
old DSL models from the broadband service delivery system. Further, to adopt new
technologies and service models and work on customer experience and perception
improvement than network oriented operations are also recommended by the study.
More improvements required in the area of broadband outage and long-lasting
maintenance delays.
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Keywords
Broadband, ethio telecom, service delivery practices