CUSTOMER SATISFACTION LEVELS IN ETHIOPIAN AIRLINES SERVICES (A CASE OF BOLE INTERNATIONAL AIRPORT FLIGHTS)

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.