Service Quality and Its Effects on Customer’s Satisfaction: A Case Yirgalem Town Telecommunication, Ethiopia

Tesfaye Nigussie
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Abstract

The main objective of this study was to investigate the effects of service quality on the   customer satisfaction at Yirgalem telecom service industry. To conduct this study, a descriptive survey was employed. Questionnaire survey, document analysis and review of journals were used to collect necessary data. The research study involved one category of sample populations: obtained by conveniently available respondents were Customers/subscribers of the Yirgalem telecom industry. Data analysis was done using descriptive statistical tools and percentage. Again inferential statistics which includes both regression and correlation were employed to show the strength of relationships between independent variables (service quality dimensions) and dependant variable (customer satisfaction). The study findings indicate that there are positive and significant relationships between five service quality dimensions and customer’s satisfaction. And also there is positive and strong effects were recorded among three service quality variables (empathy, responsiveness and reliability) than assurance and tangibility.  Finally, there is a positive relationship between service quality and customer satisfaction. This study concludes that these factors should be fulfilled or improved at the organizational level to satisfy customers through improving the quality of services.  The researcher strongly recommends that there needs to be, acquiring reliable network, good customer handling and having clear and accurate bill,  attract new skilled manpower from the market and finally the management should have to works towards the improvements over all service quality dimensions. Keywords: Customers Satisfaction, Service Quality, Servqual Model. DOI : 10.7176/JIEA/9-2-02 Publication date : April 30 th 2019
服务质量及其对顾客满意度的影响:以埃塞俄比亚Yirgalem镇电信公司为例
本研究的主要目的是探讨服务品质对宜连市电信服务业顾客满意度的影响。为了进行这项研究,采用了描述性调查。采用问卷调查、文献分析和期刊综述等方法收集必要的资料。该研究涉及一类样本人群:通过方便获得的受访者是Yirgalem电信行业的客户/订户。使用描述性统计工具和百分比进行数据分析。再一次,包括回归和相关性的推理统计被用来显示自变量(服务质量维度)和因变量(客户满意度)之间关系的强度。研究结果表明,服务质量的五个维度与顾客满意度之间存在显著的正向关系。服务质量的三个变量(共情性、响应性和可靠性)比保证性和有形性都有显著的正向影响。最后,服务质量与顾客满意度之间存在正相关关系。本研究的结论是,这些因素应在组织层面得到满足或改善,以通过提高服务质量来满足顾客。研究人员强烈建议,需要获得可靠的网络,良好的客户处理和清晰准确的账单,从市场吸引新的熟练人力,最后管理层应该努力改善所有服务质量。关键词:顾客满意,服务质量,服务质量模式。出版日期:2019年4月30日
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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