AN ASSESSMENT OF SERVICE QUALITY IMPRESSION ON CUSTOMER SATISFACTION IN THE OF CASE UNILEVER ETHIOPIA

Abstract

This study aims to investigate the Service quality impression on customer satisfaction: the case of UNILIVER Ethiopia. Service is one of the meanness in which a company could create a difference. This paper will mainly address customers’ satisfaction level of Unilever Ethiopia ltd Company using the SERVQUAL model that can help to harness the wider scope and nature of service by using corresponding dimensions such as tangibility, reliability, responsiveness, empathy and assurance. Marketing manager and employers who participate on distributing the company products are considered as major target population of the study. Interview with the marketing manager considered as main source of data. The other participants of this study were retailers, wholesalers, pharmacy, cosmetics shops, super markets, and other. By the recommendation of (cochran; 1963) determine sample size as follow. Taking 95 % confidence level Z is termed to be 1.96, with a precision of ±6% and assuming p=0.5 and q is 0.5 Putting the figures in the equation the sample size is determined to be 266. This means that two hundred sixty six (266) business customer respondents have been taken as a reliable sample size for this study