Professional Documents
Culture Documents
Marketing
Volume 15 Issue 7 Version 1.0 Year 2015
Type: Double Blind Peer Reviewed International Research Journal
Publisher: Global Journals Inc. (USA)
Online ISSN: 2249-4588 & Print ISSN: 0975-5853
ServiceQualityandCustomerSatisfactionTheCaseofCellularPhoneusersofEthioTelecommunicationsinAmboTown
Strictly as per the compliance and regulations of:
2015. Daniel Tadesse Tulu. This is a research/review paper, distributed under the terms of the Creative Commons AttributionNoncommercial 3.0 Unported License http://creativecommons.org/licenses/by-nc/3.0/), permitting all non-commercial use,
distribution, and reproduction in any medium, provided the original work is properly cited.
I.
II.
b) Research question
Year
Global Journal of Management and Business Research ( E ) Volume XV Issue VII Version I
2015
Service Quality and Customer Satisfaction: The Case of Cellular Phoneusers of Ethio-Telecommunications
in Ambo Town
Year
2015
III.
Global Journal of Management and Business Research ( E ) Volume XV Issue VII Version I
Methodology
Service Quality and Customer Satisfaction: The Case of Cellular Phoneusers of Ethio-Telecommunications
in Ambo Town
a) Age of respondents
High
20
32
50
80
125
200
315
500
800
2015
Medium
13
20
32
50
80
125
200
315
500
Male
Female
Total
Frequency
18-25
26-35
36-45
Over 46
Total
68
76
59
47
250
74
64
75
37
250
142
140
134
84
500
0.284
0.28
0.268
0.168
Male
1-5yrs
6-10yrs
above 10yrs
Total
Number of Respondents
Female
89
70
91
250
Total
58
87
105
250
147
157
196
500
number of respondents
200
150
100
50
0
Very good
good
Neutral
Poor
verypoor
Year
Low
5
8
13
20
32
50
80
125
200
59-90
91-150
151-280
281-500
501-1200
1201-3200
3201-10000
1001-35000
35001-150000
Global Journal of Management and Business Research ( E ) Volume XV Issue VII Version I
Population
Service Quality and Customer Satisfaction: The Case of Cellular Phoneusers of Ethio-Telecommunications
in Ambo Town
Global Journal of Management and Business Research ( E ) Volume XV Issue VII Version I
number of respondents
Year
2015
150
100
50
0
Very fast
Fast
normal
low
very low
Respondents Number
percent
Very good
Good
Normal
Poor
Very poor
Total
70
170
168
50
42
500
0.14
0.34
0.336
0.1
0.084
200
150
100
50
0
Very good
good
Poor
normal
very poor
Year
2015
Do you agree
that Ethiotelecom price for
its services is
fair?
Response
Respondents in
Number
In percent
strongly agree
15
0.03
agree
30
0.06
normal
120
0.24
disagree
200
0.4
strongly disagree
135
0.27
Total
500
Global Journal of Management and Business Research ( E ) Volume XV Issue VII Version I
number of respondents
Service Quality and Customer Satisfaction: The Case of Cellular Phoneusers of Ethio-Telecommunications
in Ambo Town
Year
2015
Service Quality and Customer Satisfaction: The Case of Cellular Phoneusers of Ethio-Telecommunications
in Ambo Town
Global Journal of Management and Business Research ( E ) Volume XV Issue VII Version I
400
350
300
250
200
150
100
50
0
355
145
Yes
No
Conclusion
Year
Recommendation
Global Journal of Management and Business Research ( E ) Volume XV Issue VII Version I
VI.
2015
Service Quality and Customer Satisfaction: The Case of Cellular Phoneusers of Ethio-Telecommunications
in Ambo Town
Year
2015
Service Quality and Customer Satisfaction: The Case of Cellular Phoneusers of Ethio-Telecommunications
in Ambo Town
Global Journal of Management and Business Research ( E ) Volume XV Issue VII Version I
2015
1 Global Journals Inc. (US)