THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION- THE CASE OF ETHIOTELECOM

Abstract

Telecommunication is a communication of data or voice over a distance. There exist many telecommunication technologies from the legacy networks to emerging all IP networks. The quality of service (QoS) concept is becoming an ever more important issue in telecommunication. This thesis focuses on the QoS notion and concept to identify its impacts in customer satisfaction of the existing Ethiotelecom 4G (LTE) mobile network. It first defines quality of services (QoS) and then outlines an analytical framework and criteria to evaluate the impact on customer satisfaction. The purpose of the study was to measure the effect of service quality dimensions on customer satisfaction. The relationship between the five service quality dimensions, which are tangibles, reliability, responsiveness, assurance and reliability with customer satisfaction, is assessed. Differences in the perception of service quality, customer satisfaction and importance rating among different customer group are discussed and SPSS versions 25 was used to analyze data and the relationship between dependent & independent variables. A total of 384 set of questionnaires distributed to Ethio telecom enterprise customers. The number of questionnaires used for data analysis was 327 representing. The research design for this study use both explanatory and descriptive research designs. Pearson’s correlation coefficient (r), and regression analysis. The findings on the relationship between service quality dimensions and customer satisfaction and showed all service quality dimensions are strongly or moderately and highly significantly related customer satisfaction.