THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN ETHIO TELECOM

Abstract

This research finds out the effect of service quality on customer satisfaction in Ethio Telecom East Addis Ababa Zone. A sample of 386 respondents was employed .The primary data was collected and yielded five key variables for service quality namely: tangibles, reliability, responsiveness, assurance and empathy. Descriptive statistics that encompass the simple percentage and means that were used for presenting data and correlation and regression analysis were used to analyze the data using recent version23of SPSS. Pearson correlation coefficient was run to test hypotheses. The study figured out that service quality has effect on customer satisfaction and that there exists a positive relationship between service quality and customer satisfaction. This research is concluded by gaining the attraction of service providers towards improving their technical quality to increase customer satisfaction.