THE EFFECT OF JOB QUALITY ON CUSTOMER SATISFACTION AT CUSTOMER CALL CENTER OF ETHIO TELECOM IN ADDIS ABABA

Abstract

The main aim of this research was to assess the effect of job quality of Customer Call Center employees on the customer satisfaction of Ethio telecom, Ethiopian Telecom Company. The literatures show that there is a relationship between Job quality and Customer satisfaction. The research that was conducted will be important because it is not only concerned with the managers, supervisors, employees but also includes the customers, the crucial part of Customer Call Centers (CCC). The research that was conducted is a dyadic (two way) research, therefore it has developed two structured questionnaires consists of closed ended questions. To achieve the objectives of this study, data was collected from both employees and customers with a total of 250 samples. These respondents were selected using convenience sampling method. The data collected from the questionnaire were analyzed using Statistical tools such as mean, standard deviation, correlation, and simple regression analysis. The results of this study indicate that CCC job quality has an indirect effect on customer satisfaction through CCC representative employee‟s job satisfaction and the perception of customer‟s service quality. Based on the findings of the study the researcher recommended that the management of ET CCC should understand the phenomenon of job quality and should make efforts to improve the job quality in CCC