The Effect of Service Recovery on Customer Satisfaction: The Case of Ethio-telecom
| dc.contributor.advisor | Negi, Rakshit (PhD) | |
| dc.contributor.author | Tilahun, Gizachew | |
| dc.date.accessioned | 2021-04-26T07:07:32Z | |
| dc.date.accessioned | 2023-11-04T14:09:03Z | |
| dc.date.available | 2021-04-26T07:07:32Z | |
| dc.date.available | 2023-11-04T14:09:03Z | |
| dc.date.issued | 2016-05 | |
| dc.description.abstract | This study sought to explore service recovery and customer satisfaction relationship with Ethio telecom as a case study. With the general objective of investigating the service recovery with perceived justice as a measurement by the customer’s perspective procedural, interactional and distributive justice and its effect and its significance on the customer satisfaction The researcher collects data based on theoretical considerations and deduces a hypothesis based on these considerations and adopt a quantitative approach design by using stratified sampling and questioner as a data collecting tool. A sample size of 376 respondents was used for this study. The study revealed a significant positive relationship between service recovery based on perceived justice and customer satisfaction, and found a positive correlation between service recovery and customer satisfaction. As the finding of this paper service recovery plays an important role in determining customer satisfaction all the steps followed from registration to follow up of the failed service has a direct impact on the customer satisfaction. By using these results the researcher recommends The Company should monitor the application of working processes in order to satisfy customers .Each step set in the recovery processes should be monitored regularly and corrective action should be made to avoid tasks done without fulfilling the required steps. The monitoring should also focus on updating working processes based on the current resources and capabilities of employees. In addition the study contributes to extant literature on service recovery from developing country perspective | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/26182 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | Broadband (BB) | en_US |
| dc.subject | service recovery | en_US |
| dc.subject | customer satisfaction | en_US |
| dc.title | The Effect of Service Recovery on Customer Satisfaction: The Case of Ethio-telecom | en_US |
| dc.type | Thesis | en_US |