CUSTOMERS’ LEVEL OF SATISFACTION TOWARDS SERVICE AND SERVICE QUALITY OF ETHIO TELECOM: - A BRIEF REVIEW (With Reference to Assosa Town, Benishangul Gumuz Region, Ethiopia)

Dr. A Gajendran Shanthi, ARAGAW DEMISSIE

Abstract


The main aim of this research study is to identify the Customers’ Level of satisfaction towards the service and service quality of Ethio telecom. That is why, the researchers made an attempt on customers’ perception and satisfaction towards the service and service quality of Ethio telecom at Assosa Town.  The Questionnaires framed and it was distributed as a tool for collecting data for present research work. Due to time and financial constraints, the total samples collected for this study is 83. The research questionnaire segmented in to 5 divisions, which are Socio economic profile of the customers, variables related to level of satisfaction, Service quality attributes and Cause of customers’ dissatisfaction. Simple random sampling method is used , independent variables and dependents factors are identified by the researchers and SPSS V. 22 used to get appropriate results and the results are properly discussed. Further, suggestions given for improving service and service quality. The final conclusion also given at appropriate level. Variables identified in this research paper and approach towards an assessment of service and service quality of Ethio telecom is entirely different from other research paper.


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ISSN : 2251-1555