DC Field | Value | Language |
dc.contributor.author | DEJENE, ABEBA | - |
dc.date.accessioned | 2021-08-09T07:21:52Z | - |
dc.date.available | 2021-08-09T07:21:52Z | - |
dc.date.issued | 2021-05 | - |
dc.identifier.uri | . | - |
dc.identifier.uri | http://hdl.handle.net/123456789/5992 | - |
dc.description.abstract | This study endeavors to investigate the effect of service quality on customer satisfaction in
Geosynthetics Industrial Works PLC using five dimensions of service quality (SERVQUAL)
namely tangibility, reliability, responsiveness, empathy, and assurance are considered as the base
for this study. To achieve the overall objective of the study, questionnaire was used to collect
data from customers of the organization; accordingly, 183 respondents were participated in the
study chosen using a propulsive sampling technique. The data were processed using SPSS
version 20.1 and analyzed through both descriptive and inferential statistics methods. The results
of descriptive statistics reveal that the overall mean value for service quality and customer
satisfaction was low. Moreover, the regression analysis result indicated that service quality
dimensions (reliability, assurance and empathy) positively and significantly affected customer
satisfaction in the organization but responsiveness and tangibility less effect on customer
satisfaction. Based on this, it can be concluded that, reliability, assurance and empathy remains
the most significant determinants customer satisfaction in the study area. Furthermore, multiple
regressions identify the relative contribution of each variable and determine the best predictor
variables among a set of variables. Accordingly, reliability dimension has the highest effect
customer satisfaction among the independents variables (beta = .528). Based on the findings the
study recommends that management bodies of the organization should improve its service
quality particularly on tangibility and responsiveness to increase the level of customer
satisfaction. | en_US |
dc.language.iso | en | en_US |
dc.publisher | ST. MARY’S UNIVERSITY | en_US |
dc.subject | service quality, tangibility, responsiveness, assurance, reliability, empathy and Customer satisfaction | en_US |
dc.title | THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: THE CASE OF GEOSYNTHETICS INDUSTRIAL WORKS PLC | en_US |
dc.type | Thesis | en_US |
Appears in Collections: | Business Administration Business Administration
|