| Abstract: | In today’s competitive business world customer satisfaction has come out as a decisive factor in
determining the success or failure of business objectives. Airlines are facing toughest competition than
ever. They can win the competition by doing a better job in order to satisfy customers’ needs and wants
by believing customers as their core of business success. The study focuses on the customer satisfaction
levels of Ethiopian airlines services for the case of Bole international airport flights. Total samples of
150 respondents who have made a flight with Ethiopian airlines were taken as respondents. A
questionnaire was designed based on the research frame work in order to examine the six factors:
physical, time, employee responsiveness, complaint handling, safety and price: as a result passengers of
Ethiopian airlines are not satisfied with three dimensions which are Time, price and complaint
handling. But in the remaining three dimensions employee responsiveness, safety and physical,
passengers are satisfied.
It is recommended that in order to improve satisfaction of customers, Managers of the company should
train employees, improve visually attractive facilities and coordinate all people, departments and
organizations involved with the services. Finally, managers at Ethiopian Airlines should measure
passengers ‘satisfaction and service quality seasonally to keep the services corresponded with
customers’ opinion. |
