The Impact of Customer Experience Quality on Loyalty behavioral Intentions, Customer Satisfaction and Word of Mouth Behaviors: In the Case of Ethio Telecom Key Account Fixed Broadband Customer
| dc.contributor.advisor | Dr. Ethiopia, Legesse | |
| dc.contributor.author | Solomon, Abera | |
| dc.date.accessioned | 2020-08-11T11:33:38Z | |
| dc.date.accessioned | 2023-11-04T09:37:27Z | |
| dc.date.available | 2020-08-11T11:33:38Z | |
| dc.date.available | 2023-11-04T09:37:27Z | |
| dc.date.issued | 2020-06 | |
| dc.description | Thesis Submitted to Addis Ababa University College of Business and Economics, Graduate Studies in Partial Fulfillment of the Requirements for the Degree of Mater in Executive MBA | en_US |
| dc.description.abstract | The purpose of this study is to examine the impact of customer experience quality on customer behavioral intentions (loyalty behavioral intention, customer satisfaction and word of mouth behaviors) for broadband customers - the case of ethio telecom corporate key account customers. This research paper examines customers’ feedback through survey on experience across various stages in customer lifecycles and interactions with ethio telecom and attempts to identify the determinants of important marketing outcomes specifically their significant impact on customer loyalty behavioral intention, customer satisfaction and word of mouth behaviors. Primary research utilizing a quantitative method was conducted. The target population was 563, sample size of 234 and actual response of 179. Questionnaire was used as the primary research instrument. This paper establishes that Brand Experience and Post Purchase Experience has the highest impact for ethio telecom as a service Provider. It also establishes the relation between customer experience quality dimension and customer behavioral intentions through statistical backing of multiple linear regression tests. This is a preliminary study to identify the determinants of important marketing outcomes through customer experience quality dimension to the case of ethio telecom. With the upcoming competitions, further research is required to establish the overall impact of customer experience quality dimensions on customer behavioral intentions. Ethio telecom can use this relation for strategizing and focusing its investments and customer offers | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/22043 | |
| dc.language.iso | en | en_US |
| dc.publisher | A.A.U | en_US |
| dc.subject | Customer Behavioural | en_US |
| dc.subject | Customer Experience | en_US |
| dc.subject | Customer Experience Quality | en_US |
| dc.subject | Customer Journey | en_US |
| dc.title | The Impact of Customer Experience Quality on Loyalty behavioral Intentions, Customer Satisfaction and Word of Mouth Behaviors: In the Case of Ethio Telecom Key Account Fixed Broadband Customer | en_US |
| dc.type | Thesis | en_US |