ASSESSMENT ON SERVICE QUALITY AND CUSTOMER SATISFACTION: THE CASE OF ETHIOPIAN AIRLINES

Abstract

The purpose of this study is to provide a valuable insight in to assessment on service quality and customer satisfaction the case of Ethiopian Airlines This study focus on service quality dimensions (reliability, responsiveness, assurance, empathy and, tangibility).Descriptive research deign was used and Mixed type of research approach. Convenience sampling technique was used in the study to take a sample from infinite population. A qualitative research approach is chosen in this research In order to collect primary data selfadministered questionnaire (22 questions) were developed and distributed to 384 customers. To analyze the collected data correlation are used. The results revealed that passengers of Ethiopian airlines are not satisfied by the services of Ethiopian airlines because; passengers have highest level of expectation than perception in all five dimensions. The findings also showed that the dimensions of service quality such as, reliability, assurance and tangibility, are positively correlated to customer satisfaction. Responsiveness and empathy have insignificant relationship with customer satisfaction. major recommendation was EAL is advise work on tangibility and reliability by making them feel their privacy is protected while transacting, by Good appearance, gesture and uniforms of cabin crew, Modern and clean inflight facilities and equipment’s. And EAL should improve all the dimensions of service quality and by using other managerial activities which will increase the commitment of employees and other concerned bodies of Ethiopian airlines. Finally the study subjected future area of study in other dimensions of service quality.