QUALITY OF SERVICE DELIVERY AND CUSTOMER SATISFACTION: A CASE STUDY ON ETHIO TELECOM MOBILE TELEPHONE USERS IN ADDIS ABABA CITY

Abstract

This study was designed to assess and analyze customer satisfaction with service delivery of mobile telecommunication service within Addis Ababa city. This study rotates on customers satisfied or dissatisfied with service delivery of ethio-telecom with regarding on mobile telecommunication service. The main reason to do this research is the presence of many complaints from customers about the service delivery of mobile telecommunication network provider ethio telecom. In this study both qualitative and quantitative data analysis method deployed. To collect data from respondents self administered pre-teste questionnaire was used and a descriptive research design has undertaken. For achieving the research objective simple random sampling method is selected. This was to ensure that every member of the population had equal chance of being part of the sample. For this study a sample size of 270 respondents was selected from the capital city Addis Ababa. For data analysis purpose Statistical Package for Social Science (SPSS) version 20 was used. Generally, the result of this study indicates that customers are not satisfied with service quality delivered by ethio-telecom in Addis Ababa.