SERVICE QUALITY AND CUSTOMER SATISFACTION: THE CASE OF ADDIS ABABA BOLE AIRPORT CUSTOMS BRANCH

Abstract

The main purpose of this research is to examine service quality and customer satisfaction in Addis Ababa Airport Custom Branch. Service quality is studied with in a spectrum of different dimensions. An effort made to find out which service quality dimensions may enhance customer satisfaction.This research used SERVQUAL model developed by Parasurman (1988) to measure the service quality and customer satisfaction in the branch through its dimensions: tangibility, reliability, responsiveness, assurance and empathy. This study used explanatory research design in a direction of investigating on both primary data and secondary data sources. From the population of 375 agents the study took 194 sample from those customers (agents) through using simple random sampling and drawing its analysis on 162 sample. Moreover, the research was supported with review of related literature through theoretical review, empirical review and conceptual framework. Furthermore, the data collected through questionnaire by using Likert five point’s scale are analyzed through mean, correlation and regression analysis. Finally the researcher findings, conclusions and recommendations should be discussed.