Assessing after sales services quality: the case of ethio telecom back office
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Date
2019-09
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A.A.U.
Abstract
This study was undertaken to assess after sales service quality in the ethio telecom back office view. After sales service delivered by ethio telecom and also determine whether service quality exerts a strong influence on the level of customer satisfaction; After sales service quality today has become not only the expression of every business enterprise, but also occupies reputed position in every discourse. No business organization can survive without building its customer satisfaction; likewise no organization can make a healthy living without meeting the needs of its customers. Two types of data were collected; Primary Data and Secondary Data. This was necessary since it helped to add to the findings of the study. A simple random sampling and purposive sampling method were used. This ensured that every member of the population had an equal chance of being part of the sample. The sample size chosen was 220 sales staff, where 11 have not returned and 9 are not filled correctly; finally, 200 were collected and interview with 10 senior sales staff was conducted. It was revealed that after sales service providing team were dissatisfied with the services and products of ethio telecom emphasizing that they would not recommend the company’s services to people. In addition, they mentioned some of the problems they have with the company that included unresponsive nature of the company’s back office staffs, sending across to customers, unsubscribed messages, and poor communication amongst others. In order to improve the services and products of ethio telecom, they recommend that ethio telecom must give attention to reviewing internally back office staffs’ response and follow up customer complaints until they are resolved, reward loyal customers and retain them and stop sending unsubscribed messages to customers. On the customer access levels, fiber optic backbone networks are recommended for improved service and reliability. Ethio telecom should provide more training about service quality to customer serving front and back staffs for more understanding of the offering as this has direct impact to customers’ expectations and perceptions.
Description
A Thesis Submitted to Addis Ababa University College of Business and Economics, School of Graduate Studies in Partial Fulfillment of the Requirements for MSc in Management
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Keywords
After sales service, Competitive enough, Customer Satisfaction, Service Quality