Relationship between Service Quality, Perceived Value and Customer Satisfaction the Case of Broad Band Internet Service of Ethio Telecom in Addis Ababa
| dc.contributor.advisor | Negi, Rakshit (PhD) | |
| dc.contributor.author | Beressa, Bitadel | |
| dc.date.accessioned | 2021-05-19T10:27:44Z | |
| dc.date.accessioned | 2023-11-04T14:10:09Z | |
| dc.date.available | 2021-05-19T10:27:44Z | |
| dc.date.available | 2023-11-04T14:10:09Z | |
| dc.date.issued | 2015-06 | |
| dc.description.abstract | This study intends to find out the relationship between overall service quality, perceived value and customer satisfaction. The research design is quantitative, particularly, utilizing correlation and regression research methodology used to analyze the data. Questionnaires were distributed to 318 customers and 267 questionnaires were received back. The data gathered were analyzed with the help of Statistical Package for Social Science (SPSS version 20). Based on the research result majority of the respondents are dissatisfied with broadband overall service quality. Besides, there are significant and positive relationships between service quality dimensions and overall service quality, overall service quality and customer satisfaction and customer perceived value and customer satisfaction in Ethio telecom. Further the perceived value also mediate the relationship between overall service quality and customer satisfaction. The study suggests that reliability, network quality and assurance were important service dimensions of service quality which could contribute to raising the level of customer satisfaction. Thus, Ethio Telecom should try to make effort to prioritize important dimensions and consider the impact of customer value in its service delivery | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/26450 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | service quality | en_US |
| dc.subject | customer satisfaction | en_US |
| dc.subject | design | en_US |
| dc.title | Relationship between Service Quality, Perceived Value and Customer Satisfaction the Case of Broad Band Internet Service of Ethio Telecom in Addis Ababa | en_US |
| dc.type | Thesis | en_US |