Assessing the Role of Service Quality on Customer Satisfaction using SERVQUAL: The Case of MOENCO Vehicle Maintenance and Repair in Addis Ababa Branch
| dc.contributor.advisor | Yohannes, Workaferahu (PhD) | |
| dc.contributor.author | Abey, Assefa | |
| dc.date.accessioned | 2019-10-28T18:44:16Z | |
| dc.date.accessioned | 2023-11-19T09:07:56Z | |
| dc.date.available | 2019-10-28T18:44:16Z | |
| dc.date.available | 2023-11-19T09:07:56Z | |
| dc.date.issued | 2019-06 | |
| dc.description.abstract | To be successful, organizations must look into the needs and wants of their customers. Customer satisfaction is important because many researches have shown that customer satisfaction has a positive effect on an organization’s profitability and leads to a competitive advantage. In the service sector it is not only what the customers get, but what they experience that is more important. The main objective of this study is to assess the role of service quality on customers’ satisfaction for the case of MOENCO vehicle repair and maintenance services at Addis Ababa Branch. Data was collected from 372 service customers through questionnaire from the different customer segments at the location. The limitations are that it was done at a particular point in time and needs to be done at regular intervals to develop trends. The techniques of analysis used in this study are descriptive (frequency, percentage, mean and standard deviation) and paired t test for validity and Cronbach’s test for reliability. SERVQUAL’s 5 service determinants were used and customers expectation versus actual were measured for each of the determinants. Results indicate that customers were satisfied with the empathy, responsiveness and reliability dimensions, while they were dissatisfied with the tangibility and assurance dimensions. The ranking they gave with regards to importance is 1st-Tangibilty, 2nd Assurance 3rdReliabilty, 4th Responsiveness and 5th Empathy. By working to close the gaps where the perceptions were below the expectations in the different service quality dimensions MOENCO can improve its customer satisfaction. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/12345678/19655 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | Customer Satisfaction | en_US |
| dc.subject | Gap Analysis | en_US |
| dc.subject | Service quality | en_US |
| dc.subject | Vehicle maintenance and repair service | en_US |
| dc.title | Assessing the Role of Service Quality on Customer Satisfaction using SERVQUAL: The Case of MOENCO Vehicle Maintenance and Repair in Addis Ababa Branch | en_US |
| dc.type | Thesis | en_US |