DC Field | Value | Language |
dc.contributor.author | SEYOUM, LIDYA | - |
dc.date.accessioned | 2018-06-04T06:06:25Z | - |
dc.date.available | 2018-06-04T06:06:25Z | - |
dc.date.issued | 2017-06 | - |
dc.identifier.uri | . | - |
dc.identifier.uri | http://hdl.handle.net/123456789/3611 | - |
dc.description.abstract | The main objective of this study was to assess the overall level of service quality and customer
satisfaction in ethio telecom call center and to investigate the impact of service quality
dimensions on customer satisfaction. A conceptual model of service quality dimensions was
developed and hypothesized. The major tools used for data collection is, questioners for ethio
telecom major customers in Addis Ababa who have access to use both 980 and 994 access
numbers.400 respondents taken as a sample from 3,157 major customers The hypotheses
were tested with the data collected through structured questionnaires from ethio telecom major
customers in Addis Ababa. The collected data was analyzed using both descriptive and
inferential statistical analyses techniques. The findings of the study show that service quality of
ethio telecom call center is below average and customers are not satisfied with the service.
Based on the finding all service quality dimensions have significant impact on service quality
and customer satisfaction The study provides the empirical application of Parasuraman (1985)
and Anton (1997) service quality model so that this study contributes ethio telecom to improve
its call center service quality which leads to customer satisfaction. The study concluded that
over all service quality of call center is not good and customers are not satisfied with the
services of ethio telecom call center. The researcher recommended that ethio telecom should
work hard on all these service quality dimensions to improve its service quality and customer
satisfaction of call center. | en_US |
dc.language.iso | en | en_US |
dc.publisher | St.Mary's University | en_US |
dc.subject | service quality, customer satisfaction | en_US |
dc.subject | service quality dimensions | en_US |
dc.title | THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: THE CASE OF ETHIO TELECOM CALL CENTER | en_US |
dc.type | Thesis | en_US |
Appears in Collections: | Marketing Management
|