ASSESSMENT ON CUSTOMER SERVICE DELIVERY IN ETHIO - TELECOM: (IN CASE OF WOLKITE BRANCH

Abstract

The study was aim to conduct on service delivery in ethic telecom in Wolkite city, south of Ethiopia, far from Addis Ababa by 158 km’s at south direction. Since Service delivery is fundamental marketing concept for every organization. The general objective of this study is to assess service delivery in case of ethic telecom in Wolkite city. The research design of the study was descriptive in nature. The primary data and secondary data were used in this study. Since the total populations of customers are unknown, the researcher was used convenience sampling technique and structured interview for the study. That means the researcher was select 50 customers and the company manager. Finally the student researcher was giving conclusions and recommendations based on the findings. The five profiles of the respondents’ shows that most of the customers of ethic telecom are adult males and the most are experienced. On the customer expectation and satisfaction prate the finding the researcher reaches into a conclusion that the companies meet product quality and customer expectation. Based on the service dimension, the customers are focused in the tangibility dimension that the companies are fulfills this dimension and satisfied customers need