THE ASSESMENT OF CUSTOMER SATISFACTION LEVELS ON THE BROADBAND INTERNET SERVICE: A CASE STUDY ON ENTEPRISE CUSTOMERS OF ETHIO TELECOM IN ADDIS ABEBA

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.