ASSESMENT OF SERVICE QUALITY CONTROL PRACTICE OF ETHIOPIAN MOTORIZED EQUIPMENT MAINTENANCE AND ITS IMPACT ON INTERNAL CUSTOMER SATISFACTION: A CASE STUDY OF ETHIOPIAN AIRLINES, ADDIS ABABA, ETHIOPIA

Abstract

This study had been conducted in Motorized Equipment Maintenance service of Ethiopian Airlines in Addis Ababa. The main objective of the study was to examine quality control practice of the maintenance service and its impact on its internal customer satisfaction of the Motorized Equipment maintenance service. In order to accomplish this objective the researcher used both primary and secondary sources. The Primary data had been gathered through open ended and close ended questionnaire from unit owners, operators, procurement officers and technicians from maintenance section. The questioners distributed to 90 sample respondents by using proportional stratified sampling, which is favorable to get adequate and suitable data to eliminate time wastage and all questionnaires had been collected completely filled questionnaires for data analysis. The study also used secondary data that had been obtained from the department documents and others. After the data was collected, processed (i.e.-edited, coded, classified and tabulated) and analyzed in relation to each type of question. The result shows that lack of sufficient training both for operators & technicians are the major factors for quality control practice. Moreover the maintenance service quality controlling practice has impact on the internal customer perception about the maintenance service and on time performance. Therefore adequate training and awareness has to be given to operators and technicians.