ASSEMENT OF SERVICE QUALITY AND CUSTOMER SATISFACTION IN ETHIO TELECOM

Abstract

I he study is conducted on quality of service deliveries and customer satisfaction in the case of ethio telecom. The study was explored the level of customers satisfaction. The study tried to provide relevant factors that cause customers to respond about ethio telecom service qualities awl effects of the service quality dimensions on customer satisfact ion. To attain this objective questionnaire was designed and distributed to 300 customers in six main ethio telecom branches located in Addis Ababa which are SAAZ, NAAZ, CAAZ, SWAAZ, EAAZ and WAAZ. From those 300 respondents 195 male and 105 female respondents were participated to reflect their perception of ethio telecom service delivery quality and their satisfaction level as well. This study used both qualitative and quantitative survey research design which used simple random technique. The study measured customer satisfaction level through using the SERVQUAL dimensions such as assurance, reliability, tangibility, empathy and responsiveness. The data was collected and analyzed by using SPSS 20 and Microsoft excel. The finding of the analysis showed that ethio telecom provide standardize services which satisfied customers .furthermore 33.98% of the customers are satisfied with the tangibility of ethio telecom service delivery. Other 39.1% of the customers were also satisfied with the reliability of ethio telecom service quality. 44.2% of the customers were satisfied with the responsiveness of ethio telecom service quality. Furthermore another 40.3% of the customers are at the satisfaction level on assurance of ethio telecom service quality. The research has concluded that however there has some measures and actions to be taken on the service deliveries; ethio telecom is delivering good qualities of services and satisfied its customers. At the last the study raise some recommendations like ethio telecom should give emphasis on reliability, provide standardize and modern equipment and deliveries as well as price of the products and at the last give attentions to value added services. Key words;