ASSESSMENT OF CUSTOMER PERCEPTION TOWARDS THE MOBILESERVICE QUALITY OF ETHIO-TELECOM, WOLKITE BRANCHE

Abstract

This study is to assess and analyze customer satisfaction with service delivery of mobile telecommunication service within wolkite beanch. The statement problem of this study is mainly rotates on customers are satisfied or dissatisfied with service delivery of ethio-telecom with regarding on mobile telecommunication service. The study is basically a survey those both qualitative and quantitative approaches. A structured questionnaire was developed, pre-test and personally administered to the target population of individual mobile subscribers. In this study, self-administered and structured questionnaire used to collect data from respondents. Since this research is about the study of customer satisfaction with service delivery of ethio telecom, to describe or portray a reality regarding customer satisfaction with service quality to better understanding those service quality dimensions that customers are satisfied or dissatisfied with, so this has necessitated a descriptive research design has undertaken for a research. Generally, customers are not satisfied with service quality delivered by ethio-telecom in Ethiopia regarding on mobile service or that their satisfaction is considered too low, but customer satisfaction is better than expected and at least equal to expectation on some service quality dimension items.