Factors affecting internet customers' satisfaction (the case of Ethiopian telecommuncation corporation business customers)
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Date
2010-03
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Addis Ababa Universty
Abstract
This study is carried out based on the objective to identifo factors affecting internet
cllstomers ' satisfaction by believing that it will contribute a lot for the modernization
process with new internet and related technology based opportunities for transaction
through providing firms with new ways to conduct business. To carry out this study, two
structured questionnaires were used for assessing the first to customer 's perceived service
quality and value and the second management 's perception towards service quality. The
result shows, while the mangers perceive serving expectations, service employees, service
effectiveness and communication and concern dimensions significantly contribute to
internet service quality; users/ subscribing customers ' found dependable employees,
operational skill, internet importance and tangibility and reliability are found to be
contributors for service quality then to customer satisfaction. Additionally, customer
perceived value constructs are found to be contributing factors. After the impact of the
newly identified customer perceived quality dimensions both customers' perceived service
quality and value have significant relationship to each other identified by correlation
coeffic ient and based on regression analysis, overall customer perceived quality was found
to have the only significant effect on determining overall customer satisfaction. lvloreover,
the .findings indicate that the customers' are dissatisfied and business-internet application
is highly dominated by email and inf ormation searching. For this its recommended that
ETC should improve its service to satisfY its customers.
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Education