THE ASSESSMENT OF SERVICE QUALITY AND CUSTOMER SATISFACTION. IN THE CASE OF ETHIOPIAN TELECOM KEY ACCOUNT CUSTOMERS, ETHIOPIA

      Аннотация: Satisfaction is one of the most critical elements in the area of managing and adhering good image on your company customers Management. Service quality and customer satisfaction are very important concepts that companies must understand if they are to grow and remain competitive in the business environment. It is very important for companies to know how to measure these constructs from the customers’ perspective so as to understand their needs and satisfy them. Service quality is considered to be very critical to any modern business because it contributes higher customer satisfaction, profitability, reduced cost, improved customer loyalty and retention. The main purpose of this study is to assess customer satisfaction and service quality using SERVPREF model within Ethiopian telecom key account customers and working environment. Other purposes include how customers perceive service quality; identify service quality dimensions that contribute to higher satisfaction, factors hindering customer satisfaction and what should be done to improve customer satisfaction for Ethiotelecom key account customers.

Ключевые слова: Service quality dimensions, SERVPREF Model, Customer perception and Customer Satisfaction