Service Quality and Customer Satisfaction: The Case of Cellular Phone users of Ethio-Telecommunications in Ambo Town

Daniel Tadesse Tulu

Service Quality and Customer Satisfaction: The Case of Cellular Phone users of Ethio-Telecommunications in Ambo Town

Daniel Tadesse Tulu * §

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§ Ambo University

Service Quality and Customer Satisfaction: The Case of Cellular Phone users of Ethio-Telecommunications in Ambo Town

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Abstract

The study is conducted on quality of service delivery and its effect on customer satisfaction in the case of Ethio-telecom in Oromia region in Ambo area on mobile telephone users. This study tried to provide relevant factors that cause customers to respond about mobile phone services delivered by Ethio-telecom. The research approach employed for the study is mixed approach i.e. both qualitative and quantitative approached used to find out the effect of Ethio-telecom service quality on customer satisfaction. For the purpose of the study both primary and secondary data are used. The primary data are collected through questionnaire and interview with the Ambo branch Ethio-telecom employees, manager and customers. Furthermore, secondary data are taken from documents and brochures that are available from the branch office. The research design employed is descriptive and uses charts and frequency table to discuss the output. A sample of 500 were selected through simple random sampling from the total population. Result of the study shows that mobile phone users faces awe-inspiring number of the problems like network busy, error in connection, poor network coverage, slow mobile internet service and expensive price of the service.

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Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

Data Availability

Not applicable for this article.

How to Cite This Article

Daniel Tadesse Tulu. 2015. "Service Quality and Customer Satisfaction: The Case of Cellular Phone users of Ethio-Telecommunications in Ambo Town". Global Journal of Management and Business Research - E: Marketing GJMBR-E Volume 15 (GJMBR Volume 15 Issue E7).

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GJMBR Volume 15 Issue E7

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

Keywords

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Classification

GJMBR-E Classification JEL Code: M31

Submission ReceivedFebruary 13, 2015
Peer Review Double Blind
Handling Editor
Accepted March 4, 2015
Published March 15, 2015

Version of record

v1.2

Issue date

August 7, 2015

Language

English

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Article Matrices

Total Score: 118

Country: Ethiopia

Subject: Global Journal of Management and Business Research

Authors: Daniel Tadesse Tulu (PhD/Dr. count: 0)

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Publish Date: 2015 03, Sun

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