Electric Service Quality and Customer Satisfaction in Dire Dawa

Electric Service Quality and Customer Satisfaction in Dire Dawa

Effect of Service Quality Dimensions on Customer Satisfaction: the Case of Electric Service Utility Dire Dawa,Ethiopian

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The analysis result clearly indicated all the hypothesis are rejected that all SERVQUAL dimension namely tangibles, reliability, responsiveness, assurance and empathy have statistically significant effect on customer satisfaction and level of customer satisfaction is mean score 2.26, or about 45.1%. The regression analysis results indicated that dimensions of service quality has statistically significant effect or has strong prediction power on customer satisfaction. Therefore, Dire Dawa electric service utility and the Kezira center should come up with an appropriate service delivery standard...