| Abstract: | This research was conducted to assess the level of customer satisfaction on the broadband
internet service of Ethio Telecom. To execute the research objective, 177ethio telecom enterprise
customers located in Addis Ababa are selected using simple random sampling technique. The
parameters used to assess the satisfaction level of customer were service delivery, pricing and
quality. To attain the objective, the study utilized qualitative and quantitative data types.
Qualitative methods were employed to summarize interview responses and narrate open ended
questions in the questionnaire whereas quantitative methods were used to show the phenomenon
in numbers. The survey questions were developed based on likert scale questions and customers
were asked to rate their level of satisfaction across the parameters identified. The study mainly
used descriptive research design. Primary and secondary data are used for conducting the study.
After data collection, the collected data was analyzed using SPSS 21.0 and Microsoft Excel
software packages. The data is then organized, tabulated, depicted, and described in a way that
can attain the objective of the study. Finally, the finding of the study uncovered that Ethio
telecom customers are not satisfied with the service delivery, pricing and quality parameters.
Based on the findings of the study, recommendations have been forwarded to improve the
broadband internet service satisfaction level of Ethio telecom customers. The research supposed
that Ethio telecom shall improve quality of broadband internet, service delivery mechanism and
pricing scheme which in turn enhance the level of customer satisfaction. |
