| Abstract: | Customer Satisfaction is a vital measure of service quality in oil industries.
Evaluating the service quality provides an important feedback for the company
(YBP) to asses and develop its service to its customers. Oil industries that look for
getting competitive advantage in the future should search for innovative and effective
methods to acquire, maintain and build stronger relationships with their customers.
The main purpose of this paper is to evaluate customer’s level of satisfaction on the
service quality provided by YBP S.C. Furthermore, it aims at determine relationship
between the five dimensions of service quality (tangibility, reliability, responsiveness,
assurance and empathy) and customer satisfaction.
This research was conducted using a set of question to 100 customers in five service
stations in Addis Ababa and interviewed 10 management and marketing department
employees in the head office. The questionnaires prepared by using five likert scale
used as an instrument to gather the relevant data and information. However, majority
of customers were dissatisfied with the facilities provided by YBP. The findings of
this study will provide the company with solutions to enhance its performance and
increase the number of its customers. In general, the result indicates that the five
dimensions of service quality are with customer satisfaction.
YBP managers should train employees, service station owners and pump attendants
to improve visually attractive facilities and coordinate all people, departments and
organizations involved with the quality services and also measure customer
satisfaction and service quality periodically to keep the services corresponding with
customers’ opinions. |
