The Impact of Service Quality on Customer Satisfaction
Lidya Seyoum
Broschiertes Buch

The Impact of Service Quality on Customer Satisfaction

The Case of Ethio Telecom Call Center

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The main objective of this study was to assess the overall level of service quality and customer satisfaction in ethio telecom call centre and to investigate the impact of service quality dimensions on customer satisfaction. A conceptual model of service quality dimensions was developed and hypothesised. The findings of the study show that service quality of ethio telecom call centre is below average and customers are not satisfied with the service. Based on the finding all service quality dimensions have significant impact on service quality and customer satisfaction except responsiveness whi...