Assessment 01 Service Quality and Customer satisfaction towards the Mabile Services a! Ethiopian Telecommunications Corporation; the case oj Addis Abba
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Date
2010-06
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Addis Ababa University
Abstract
The study focused on the assessment of service quality and customer satisfaction of mobile
service users of Ethiopian Telecommunication Corporation in Addis Ababa. The original five
SERVQUAL dimensions developed by Parasuraman et al (/988) and additional two dimensions
specific to telecom sector were used to assess the customer satisfaction. A sample of 400
respondents was selected using a purposive approach among which 379 were collected. The
finding shows that the majority (59./%) of respondents were dissatisfied. The study also
indicated thaI responsiveness is the most important dimension which can influence the overall
satisfaction of the customers followed by assurance, tangibles and network quality. Generally the
study implies that ETC has to do a lot of work to satisfY its customers. Customers are more
demanding for a good customer care service than the network quality, which may take some
investment. If ETC works beller with what it has and make its philosophy customer-centric, there
could be more satisfied customers. And the requirement for this is management and employees
commitment to meet and exceed customers' needs and expectation
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Keywords
Service Quality and Customer satisfaction