An assessment of level of service quality and customer satisfaction the case of ethio telecom
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An assessment of level of service quality and customer satisfaction the case of ethio telecom
An Assessment of Level of Service Quality and Customer Satisfaction: the case of Ethio TelecomA Research ReportPresented to theGraduate School of Busi An assessment of level of service quality and customer satisfaction the case of ethio telecominess LeadershipUniversity of South AfricaIn partial fulfilment of the Requirements for theMASTERS DEGREE IN BUSINESS LEADERSHIP,UNIVERSITY OF SOUTH AFRICAByDEJENE DERIBA WORDOFA41246ABSTRACTThe purpose of this quantitative descriptive research study was to assess the level of service quality and to An assessment of level of service quality and customer satisfaction the case of ethio telecom identify the most important service quality dimensions that influence overall customer satisfaction. Five dimensions of the SERVPERF scale namely: taAn assessment of level of service quality and customer satisfaction the case of ethio telecom
ngibles, reliability, responsiveness, assurance and empathy were used to measure the perceptions of customers of Ethio Telecom. The research was conduAn Assessment of Level of Service Quality and Customer Satisfaction: the case of Ethio TelecomA Research ReportPresented to theGraduate School of Busi An assessment of level of service quality and customer satisfaction the case of ethio telecomble questionnaires were obtained with a response rate of 77%. The findings revealed that three of the service quality dimensions: reliability (t-value= 4.06 p <.001) empathy (t-value= 3 p<.005) and tangibles (t-value= 2.129 p<.005) influence the dependant variable overall customer satisfaction. The An assessment of level of service quality and customer satisfaction the case of ethio telecomfindings also indicated that overall service quality was found to be influenced by four of the five service quality dimensions namely, reliability (t-An assessment of level of service quality and customer satisfaction the case of ethio telecom
value- 4.684 p <.001), empathy (t-value- 3.05 p<.005). responsiveness (t-value- 2.187 p<.005) and tangibles (t-value- 2.0 p<.005). Reliability, empathAn Assessment of Level of Service Quality and Customer Satisfaction: the case of Ethio TelecomA Research ReportPresented to theGraduate School of Busi An assessment of level of service quality and customer satisfaction the case of ethio telecomntrate on these dimensions to achieve overall customer satisfaction and improve overall service quality.iiACKNOWLEDGEMENTSI would like to express my very great appreciation to my supervisor, Mr Abdurezak Mohammed Kuhil for his valuable and constructive comments during this research study.I would als An assessment of level of service quality and customer satisfaction the case of ethio telecomo like to thank the staffs of Ethio Telecom at Enterprise Division for providing me the relevant data. I would also like to extend my thanks to fixedAn assessment of level of service quality and customer satisfaction the case of ethio telecom
access network technicians at West and Central Addis Ababa Zones for their help in collecting data.To the respondents who participated in the survey IAn Assessment of Level of Service Quality and Customer Satisfaction: the case of Ethio TelecomA Research ReportPresented to theGraduate School of Busi An assessment of level of service quality and customer satisfaction the case of ethio telecom my children for their understanding, support and encouragement throughout my study.iiiTable of ContentsAbstract..........................................................................iiAcknowledgements.................................................................iiiLIST OF TABLES.............. An assessment of level of service quality and customer satisfaction the case of ethio telecom.....................................................viiLIST OF FIGURES.................................................................viiiChapter 1:An assessment of level of service quality and customer satisfaction the case of ethio telecom
ORIENTATION...........................................................11.1.Introduction and Background to theStudy...................................An Assessment of Level of Service Quality and Customer Satisfaction: the case of Ethio TelecomA Research ReportPresented to theGraduate School of Busi An assessment of level of service quality and customer satisfaction the case of ethio telecom.............31.4.Objectives of the Study.....................................................31.5.Research Questions..........................................................31.6.Delimitation and Scope of the Study.........................................41.7.Significance of the Study.............. An assessment of level of service quality and customer satisfaction the case of ethio telecom.....................................41.8.Limitations of the study....................................................41.9.Assumptions................An assessment of level of service quality and customer satisfaction the case of ethio telecom
.................................................41.10.Definitions of Terms.......................................................51.11.Structure of tAn Assessment of Level of Service Quality and Customer Satisfaction: the case of Ethio TelecomA Research ReportPresented to theGraduate School of Busi An assessment of level of service quality and customer satisfaction the case of ethio telecomroduction................................................................82.2.Social, Economic and Political Overview.....................................8 An assessment of level of service quality and customer satisfaction the case of ethio telecomAn Assessment of Level of Service Quality and Customer Satisfaction: the case of Ethio TelecomA Research ReportPresented to theGraduate School of BusiGọi ngay
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