The Effect of Service Quality on Customer Satisfaction: The case of the billing system on Ethiopia Electric Utility Enterprise
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Date
2018-10-19
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Addis Ababa University
Abstract
The purpose of this study was to investigate the effect of service quality on customer satisfaction
in the case of the billing system on Ethiopia Electric Utility. The study used quantitative research
method and employed explanatory survey design to objectively answer the research questions.
For achieving the study objective, 386 sample respondents were selected through simple random
sampling technique. Accordingly, data were collected through self administered questionnaire
from sample respondents. Out of 386 respondents, workable data were obtained from 358
respondents. The data collected from the questionnaire were analyzed using. Statistical tools
such as mean, standard deviation, correlation, and multiple regression analysis. The results of
this study indicate that, except reliability the four service quality dimensions (tangibility,
assurance, empathy and responsiveness) have positive and significant relationship with customer
satisfaction. The finding of this study also indicates that majority of the respondents were
disagree with the five dimensions of service quality. On the other hand the customers were
dissatisfied with the overall satisfaction the firm billing methods. The results also indicate that
unlike reliability the four service quality dimensions (tangibility, empathy, assurance and
responsiveness) have positive and significant effect on customer satisfaction. Based on the
findings of the study, the researcher forwards some recommendations to the EEU should work
more in improving the low scored means of the five dimensions for EEU billing method
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Keywords
EEU, Customer Satisfaction, Service Quality