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September-2022
eISSN: 2349-5162
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Journal of Emerging Technologies and Innovative Research ( An International Scholarly Open Access Journal, Peer-reviewed, Refereed Journal )
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UGC Approved Journal no 63975(19)
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UGC and ISSN approved 7.95 impact factor UGC Approved Journal no 63975
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Published Paper ID:
JETIR2209053
Registration ID:
500901
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Title
AN ASSESSMENT OF THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION ON PSTN FIXED LINE VOICE SERVICE OF ENTERPRISE CUSTOMERS (IN THE CASE OF ETHIOTELECOM ADDIS ABABA)
Authors
Abstract
Abstract:The main objective of this study was to assess the overall impact of service quality and customer satisfaction in the case of ethio telecom Addis Ababa city, and to investigate the impact of service quality dimensions on customer satisfaction under the study area. The study was to assess the quality of fixed line voice service and customers satisfaction in Addis Ababa by using Service Quality Scale (SERVQUAL) model. A descriptive research approach was used to execute the study. Data was gathered using the questionnaire from respondents who were selected using the convincing sampling technique. The data gathered from the respondents were analyzed using statistical tools such as mean, correlation, and regression analysis. The finding of this study indicates that customers were not satisfied with the tangibility dimensions of service delivery followed by assurance. Accordingly, from the regression result it is observed that some of service delivery dimensions have positive and significant effect on customer satisfaction and some of service delivery dimension have negative and significant, and one of the dimension has positive and not significant..
Key Words
Key words: Service quality, customer satisfaction, SERVQUAL, PSTN Fixed line voice service
Cite This Article
"AN ASSESSMENT OF THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION ON PSTN FIXED LINE VOICE SERVICE OF ENTERPRISE CUSTOMERS (IN THE CASE OF ETHIOTELECOM ADDIS ABABA)", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.9, Issue 9, page no.a513-a524, September-2022, Available :http://www.jetir.org/papers/JETIR2209053.pdf
ISSN
2349-5162 | Impact Factor 7.95 Calculate by Google Scholar
An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 7.95 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator
Cite This Article
"AN ASSESSMENT OF THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION ON PSTN FIXED LINE VOICE SERVICE OF ENTERPRISE CUSTOMERS (IN THE CASE OF ETHIOTELECOM ADDIS ABABA)", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.9, Issue 9, page no. ppa513-a524, September-2022, Available at : http://www.jetir.org/papers/JETIR2209053.pdf
Publication Details
Published Paper ID: JETIR2209053
Registration ID: 500901
Published In: Volume 9 | Issue 9 | Year September-2022
Page No: a513-a524
Country: Addis Ababa, Ethiopia, Ethiopia .
Area: Management
ISSN Number: 2349-5162
Publisher: IJ Publication
Published Paper URL :: https://www.jetir.org/view?paper=JETIR2209053
Published Paper PDF: https://www.jetir.org/papers/JETIR2209053
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