ASSESSMENT OF THE PRACTICE OF CUSTOMER SERVICE DELIVERY IN ETHIO TELECOM: THE CASE OF WOLKITE BRANCH

Abstract

This research tried to assess the practice of customer service delivery in ethio telecom: the case of wolkite branch. The objective of this study was to examine the existence and implementation of the predetermined service standards (benchmark) that contributes in enhancing service quality at Ethiotelecom in, to review the extent of meeting the needs of customers in delivering different services at Ethiotelecom and to assess whether Ethiotelecom identify improvement gaps or not.Theprimary data was collected through distributing research questionnaires and interview for Ethiotelecom customers. The study was based on the data collected from 63 customers by usingsimple random probability method. The descriptive analyses concluded that depending on the findings of the research, there is the predetermined service standard in ethiotelecom and ethiotelecomwas not meeting the need of customers when it provides service, there is no that much effort in ethiotelecom to improve gaps related to service delivery system and related to service quality, there is no good service quality related to reliability, there is not good service quality related to assurance, there is not good service quality related to responsiveness, there is good service quality related to empathy and there is good service quality related to tangibility in ethiotelecom. The researcher also indicated recommendations as to meeting the needs of customers, ethiotelecom has problem. So the company should adjust its service delivery system and should consider mass customization principle in the future, in order to gain high acceptance from customers, it should accept feedback from customers and should take corrective actions, employee should work based on their promise and the company should have an appropriate parking area to improve its reliability. On the other hand the company should provide available and clear information to the customers and should provide service without delay to improve its responsiveness