AN ASSESSMENT OF CUSTOMER SATISFACTION WITH BROADBAND INTERNET SERVICE OF ETHIOTELECOM (A CASE OF ENTERPRISE KEY ACCOUNT CUSTOMER IN ADDIS ABABA)

Abstract

This study was conducted to investigate the overall satisfaction level of key Account customer in Addis Ababa Towards broadband internet services provided by Ethio telecom. To execute the research objective, 193(90%) 174 Ethio telecom key account customers located in Addis Ababa are selected using simple random sampling technique. The parameters used to assess the satis-faction level of customer were Tangibility, Reliability, Responsiveness, Assurance, Empathy, Network, Convenience and Maintenance. To attain the objective, and this research used quantitative research method. The population is those Ethio telecom key account customer of broadband internet service in Addis Ababa the survey questions were developed based on likert scale and customers were asked to rate their level of satisfaction across the parameters identified. Primary and secondary data are used for conducting the study and Statistical Package for Social Sciences IBM SPSS version25software was utilized for analyzing the obtained data at descriptive statistics. The result of the study shows that reliability, empathy and assurance are better practiced but networking and responsiveness are least practiced in BBI service in ET. Respondents are dissatisfied on both overall satisfactions in addition overall SERVQUAL was rated poor Key account customers are dissatisfied more on the network quality and responsiveness of broadband internet service than the other service quality dimensions. Generally, the research supposed that ethio telecom should work hard to improve its customer’s satisfaction by increasing the broadband internet consistent speed and its quality.