ASSESSMENT OF SERVICE DELIVERY PRACTICE ON CUSTOMER SATISFACTION IN CASE OF ETHIO-TELECOM WOLKITE BRANCH

Abstract

This study was conducted in ethio-telecom in wolkite branch to assess service delivery on customer satisfaction. Service delivery and customer satisfaction are very important concepts that companies must understand if they want to remain competitive and grow. In this study researcher was investigated that the organization does not expanded highly modern technologies to satisfy customers because of high cost, customers rise complaints in service delivery because of absence of different departments to handle such complaints and the organization has limited branch to address customers in different part of wolkite town.the research design used for the study was descriptive data analysis. Primary data and secondary data were used in this study as source of data.As the nature of the study population, the total number of customers of ethio-telecom; Wolkite branch are unknown. As a result, the researcher was used sample size determination formula in case of infinite population,The researcher distributed 67 questionnaires for customers, from these all the questionnaires are returned, and tried to come up with sufficient sample size.The researcher employed non- probability sampling (Convenience sampling) technique. The major findings of this study highlight the factors that influence customer satisfaction at Ethio Telecom and point to areas where service delivery can be improved.