| Abstract: | I he study is conducted on quality of service deliveries and customer satisfaction in the case
of ethio telecom. The study was explored the level of customers satisfaction. The study
tried to provide relevant factors that cause customers to respond about ethio telecom
service qualities awl effects of the service quality dimensions on customer satisfact ion. To
attain this objective questionnaire was designed and distributed to 300 customers in six main
ethio telecom branches located in Addis Ababa which are SAAZ, NAAZ, CAAZ, SWAAZ,
EAAZ and WAAZ. From those 300 respondents 195 male and 105 female respondents
were participated to reflect their perception of ethio telecom service delivery quality
and their satisfaction level as well. This study used both qualitative and quantitative survey
research design which used simple random technique. The study measured customer
satisfaction level through using the SERVQUAL dimensions such as assurance, reliability,
tangibility, empathy and responsiveness. The data was collected and analyzed by using SPSS
20 and Microsoft excel. The finding of the analysis showed that ethio telecom provide
standardize services which satisfied customers .furthermore 33.98% of the customers are
satisfied with the tangibility of ethio telecom service delivery. Other 39.1% of the customers
were also satisfied with the reliability of ethio telecom service quality. 44.2% of the
customers were satisfied with the responsiveness of ethio telecom service quality.
Furthermore another 40.3% of the customers are at the satisfaction level on assurance of
ethio telecom service quality. The research has concluded that however there has some
measures and actions to be taken on the service deliveries; ethio telecom is delivering
good qualities of services and satisfied its customers. At the last the study raise some
recommendations like ethio telecom should give emphasis on reliability, provide standardize
and modern equipment and deliveries as well as price of the products and at the last give
attentions to value added services.
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