DEPARTMENT OF ACCOUNTING &FINANCE
Assessing Service Delivery and Customer Satisfaction
(in case of Ethiopian Telecommunication Corporation Addis Ababa Branch)
Prepared by; SELAM SHEWANGIZAW
ID NO; August 2020
Submitted to: Mr. ------------------------------- Addis Ababa
Acknowledgement
My first and foremost heartfelt gratitude goes to the Almighty GOD without whom everything would
have been nothing. The strength, the courage, the patience, the support I received from Almighty was
incalculable and non-time bounded.
Coming next and deserving my special thanks goes to my advisor for he guided me to be on the right
track for the study from the very beginning, project selection, till to the final draft for completion.
It is also worth mentioning to note the contribution rendered by my staffs in the works of the study. They
helped me by giving comments on the questionnaires prepared, connecting me to patients, providing
room for the works and other all necessary supports.
Last but not least, my appreciation goes to all and those not mentioned.
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DECLARATION
I, hereby declare that the contents of these report are my own work, and that all sources utilized; have
been accurately reported and acknowledged. This report has not, nor is submitted for any degree /
examination at any university.
Name Signature Date
____________ ____________
(Student)
Certified by:
Name: ____________________
Signature ____________________
Date____________________
(Advisor)
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Table of content
Chapter one Pages
Introduction
Acknowledgement……………………………………………………………. ….i
Declaration………………………………………………………………………….ii
1.1 Background of the study---------------------------------------------------------------- 1
1.2 Back ground of the Corporation ------------------------------------------------------- 2
1.3 Statement of the problem ---------------------------------------------------------------2
1.4 Objective of the study-------------------------------------------------------------------- 2
1.5 Significance and scope of the study---------------------------------------------------- 3
1.6 Scope of the study ------------------------------------------------------------------------3
1.7 Limitation of the study-------------------------------------------------------------------4
1.8 Organization of paper study-------------------------------------------------------------4
Chapter Two
Literature review
2.1 What is Services? ------------------------------------------------------------------------5
2.1.1 Definition of service ------------------------------------------------------------------5
2.2. Characteristics of service -------------------------------------------------------------- 5
2.2.1 Intangibility ---------------------------------------------------------------------------- 5
2.2.2 Perish-ability ---------------------------------------------------------------------------6
2.2.3 Inseparability--------------------------------------------------------------------------- 6
2.2.4 Variability ------------------------------------------------------------------------------ 6
2.3Classification of services-------------------------------------------------------------------6
2.4 What is services delivery? ----------------------------------------------------------------7
2.5Basic Elements of Services delivery-------------------------------------------------------8
2.6 Service quality------------------------------------------------------------9
2.7 Customer Service. -------------------------------------------------------9
2.7.1Customer Satisfaction--------------------------------------------------9
2.8Waiting line theory------------------------------------------------------------10
2.9Waiting line characteristics ---------------------------------------------------10
Chapter Three
Methodology
3.1 Data sources and data collection instruments------------------------------------11
3.2 Sampling and sampling size--------------------------------------------------------11
3.3 Data analysis--------------------------------------------------------------------------11
Some of the major reflect limitation of the study----------------------------12
Chapter four
Discussion and Analysis
4.1 Work Plan (Time Schedule)……………………………………………12
4.2 Work Budget Breakdown…………………………………………………13
Chapter Five
Conclusion And Recommendation
CHAPTER ONE
Introduction
1.1 Back ground of the study
Telecommunication is a means of transmitting information thought an electronically
connected means domestically or internationally. Services provided by the telecom
technology especially least developed countries like Ethiopia helps in reducing poverty and
creating conductive environment for business activates.
In facilitate economic development of a country and creates conductive environment for
economics social and political relation as well as cultural exchange. It also reduces the cost to be
incurred ingathering basic information that helps in decision making of a problem and it
increases productivity profitability and service quality.
This is because it encourages an effective and efficient challenging of information need by the
business in achieving its objectives. To achieve the firms, for example
profitability of businessman and other parts of the community Telecom service is
important.
Since the Ethiopia telecommunication corporation ETC is the sole mobile communication
company in the mobile county mobile service by ETC could not satisfy all the market
demand with its present capacity. Because of this many complaints arise from customer.
Services delivery and customer satisfaction to facilitate development of the country and
challenging of information needed by the business, profitability of businessmen and other
to community telecom is too important
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1.2 Back ground of the Corporation
The introduction of telecommunication in Ethiopia data back to 1974 in those early years the
new technological scheme contributed to the early years.
Most to the telecommunications Network has very completely destroyed during the Italian fascist
aggression when later on Ethiopia have to start the development of its telecommunication
facilities all other again. When the imperial telecommunication Board of Ethiopia is establish by
proclamation 131/3 in 1953, it is granted full provision of administrative and financial autonomy.
The major objective of the board are to under taken the expansion of telecom services through
the nation, to represent Ethiopia at all International regarding telecom.
1.3 Statement of the problem
The writer is motivated to assess to what extend customer are satisfy with the Addis
Ababa Branch Office.
In facilitates economic development of a country and creates conductive environment for
economic social and political relation as well as cultural exchanges. It also reduces the
cost to be incurve ingathering basic information that helps in decision making of a
problem and it increases productivity profitability and service quality.
Since its inception the Ethiopia Telecommunication Corporation (now Ethio-telecom) play
a great role in the development of Ethiopia economy by providing quality telecom
resources, both internally and internationally.
1.4 Objective of the Study
1.4.1 General Objective
The main objective of this study will to assess the extent of customer satisfaction in the services
delivery and of the Ethiopian Telecommunication Addis Ababa branch with specifically mobile
telephone.
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1.4.2 Specific Objective
Specific objective of the study include:-
1. To assess the way how Ethio-telecom provide services delivery and customer satisfaction
in case of Ethiopian telecommunication corporation Addis Ababa branch?
2. How they handle customers complaints services delivery and customer satisfaction in case
of Ethiopian telecommunication corporation Addis Ababa branch?
3. What seems the Effectiveness of billing services delivery and customer satisfaction in case
of Ethiopian telecommunication corporation Addis Ababa branch?
4. To examine to what extent customers are satisfied with the services delivery of the
corporation?
5. To suggest possible solution to the identify weakness of mobile user in corporation?
1.5 Significance of the study
The corporation can be beneficiary from the study about understanding same of complains from its
customers about quality of service it provides to them regarding to the mobile usage.
In this can identify some basic problem areas for investigation that require solution improve the
quality of the services it provides to the clients and increases profit that it generates from services
that it delivery.
In addition to this the study is suppose to recommend some feasible adjustment requires being take
by the corporation to better its services and profitability.
1.6 Scope of the Study
In this study attention was given partly on the mobile services given by the corporation in Addis
Ababa branch, other areas of the region was not be considered. Because of the study attention was
given partly on the mobile services in Addis Ababa Branch. The Researcher is motivated to assess
to what extend user are satisfy with the Addis Ababa Branch Office. Assessing services Delivery
and customer satisfaction in case of Ethiopian Telecommunication Corporation Addis Ababa
Branch is challenging of the information needed by business, to facilitate the development of the
country and must satisfy all user or customers.
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1.7 Limitation of the study
Some the major reflect limitation of the study is:-
- The time allocate to undertake the research is too short (un expect)
- The financial constrain and the problem associates with the external environments force the
researcher to limit the sample size and the scope of the paper.
- Limit coverage of the scope of the study i.e. the study cover only asses of services delivery
and customer satisfaction in call phone service of Addis Ababa branch off
1.8 Organization paper of Study.
The paper is organize in five Chapter:-
Chapter one; is an introduction part which include background of the study, background of the
corporation, element of the problem, objective of the study, significance of the study, scope of
the study.
Chapter two; Present literature review part of the study that delving definitions and the other
related issue that help for presents study.
Chapter three; methodologies and limitation of the study organization of the paper deal with
discussion and analysis.
Chapter four; Discussion and Analysis
Chapter five ; Conclusion And Recommendation
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CHAPTER TWO
Review of Related Literature
The future economic social and environmental prosperity of any nation depend on creative
management of services touch the lives of every person in any country every day our well fare
and the welfare of our economy are now base on sew ices.
The meaning of customer services varies from one organization to other within services sector, it
can be describe as the total quality of the services process as perceive by the customer.
To define services, there is not standard or commonly accept definition, with the cortex of
business or retailing operation.
Never the less, Philipcotlor defines-“ Services is any act or performance that one party can offer
to another was essentially intangible and do not result in the ownership of anything. Its
production may be ted physical” (kotler, 2006)
2.1 What is a service?
Definition of service
Customer services are a task other than common operation that involves interactions with
customers in person by telecommunication mail of automates process. The meaning of customer
services varies from one organization to other, within services process as perceive by the
customer.
Characteristics of services
Services posses four inherent characteristics not found in goods intangibility, perishability,
inseparability and variability.
Intangibility
Refers to the lack of tangible assets that can be seen touched, smelled, heard or tasted prior to
purchase Services very in the degree to which they are intangible however, for most services
there are tangible items that are used to perform the services. Services such as a college
education, air travel, and sporting events are highly intangible because they cannot be seen,
touched smelled, heard, or tasked prior to the purchase but these are aspects of these services that
are intangible.
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Perishability
The second characteristic of services is perish ability, meaning the services cannot be inventoried
or store. If tangible goods are not sold, a retailer can store it and sell it at a later time.
This future allows firms to mass produce goods and store them in ware houses until consumers
are ready to purchase for services, this is not possible.
Inseparability
The third characteristic of services is inseparability is the simultaneous production and
consumption of services. Goods can be produce and then sale at a later time. Service cannot for
instance, getting a haircut involve a customer going to a hair stylist and being present while the
services are being performed. Getting medical services involve a doctor or a dentist performing
an examination or procedure while the customer is present. Because service must be performed
and lot consumed the same time, the quality of service is highly dependent on the ability of the
service provider and the quality of interaction between the service provider and the customer.
Variability
Variability refers to the sporadic of random levels of services quality customer receive when they
patronize services.
Variability is primarily cause by the human element although machines may function coursing a
variation in the services.
Strategies to reduce negative impact
Standardization and quality control measure can be used to reduce the variability of services. By
standardization the services customers will tend to receive the same quality of services regardless
of who performs the service and when the service is performed.
Classification of Services.
There are several ways of classifying:- among the six ways of classification of for services are
describe below.
By degree of tangibility.
Services may differ significantly in terms of their tangibility. In general, the less tangible the
service, the less services marketing reassembles goods marketing for non-goods service
performance can be judged only after the service is completed and a consistent service level is
difficult to maintain Rentals and Owned goods service involved physical goods and more
tangible than non-good service; these may be marketed in a manner similar or goods.
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By skill of service provider
Person of greatly varying skills may provide service for service requiring high levels of skills,
consumers are quite selective in their choice of provider that is why professionals often achieve
customer loyalty, for services requiring low-levels of skill the rang of acceptable substitutes
usually much greater.
By degree of regulation
Service may also be categorized by the extent of government regulation. Same firms such as
insurance companies are highly regulated. Others such as cateress and house painters as subject
to limited regulation.
By degree of labor intensiveness
The traditional view of services has been that they are same things performed by one individual
for another. However this view is too narrow. Services do differ in their labor intensity for
example, an automated versus a manual car wash or teller oriented versus automated bank
services.
Labor intensity increases when highly skilled personal are involved and/or services must be
provide at customers home or place of business.
Same labors intensive services may be performed by do it yourself consumers for example home
repair.
By degree of customer contact.
As stated earlier, when customer contact is high training personnel skill is essential. This is in
addition to the technical training need to properly perform services. Such personnel as appliance
repair people. Car mechanics and other service personnel may be the only contact a consumer
has with the firm. When customer contact is low technical skill are most essential.
What is services delivery?
Definition of services delivery – In telecommunication the term services delivery usually refers
to a set of component that provide services delivery architecture (such as service, creation,
session, control protocol) for a type of service.
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2.5 Basic Elements of Services delivery
A basic element is a factor or variable that you need to pay attention to processes employee by
organization that generate services are different from those in which good are manufacture the
production process generally takes place at one time, one place and the customer is not present.
Customer needs and expectations
Once an organization has identified its customers, it must begin to understand what values are
important to them. In most cases, customers’ expectations manifest themselves explicit desires or
latent desires. Explicit desires are needs that customers describe when they know what they want
in a good or services. Latent describe occur when customers know that they have a problem, but
they may be unable to describe the solution or even the problem. A services organization must,
they want almost before they know themselves.
Perception of service experience
It is important for the service provider to understand client perceptions in order to identify
potential areas of improvement. For example, the services staff perceives this response as helpful
since the client has been redirected to the appropriate service personnel. On one level, the
problem in this situation is a difference in perception of the same service experience. On another
level the problem may be with actual services delivery.
Level of importance of service delivered
The perceived importance of a service /or its elements/ is essential in rating the level of
satisfaction. As the client experiences the service the level of importance his or her perceptions
of the experience. Frequency of use is also considered to be a factory that influences the level of
importance the following example may illustrate this logic. A client, due to the following factors:
excessive waiting time; cold impersonal staff, numerous forms to fill out that are redundant and
the confusing, and a medical procedure which by nature, and glaive but unimportant. The
satisfaction level is rated as “poor” and the client is relived that experience will never need to be
reputed.
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Level of satisfaction
The level of satisfaction a customer experiences depends on the level of importance of the
service and perception of service experience the importance of a service to a customer and the
actual service experience result in perception of the service perception is an initial response and
satisfaction is a judgment of that response in relation to a customer’s needs
Priorities for improvement
For planning purposes, information on how important the overall and individual service items are
to the client will promote well informed planning decisions cross analysis of satisfaction and
important variable will identify priorities for improvements and thus promote efficient allocation
of resources. However, when clients are asked to state the level of important of services makes
planning service priorities, manageable areas of improvement can be identified for planning
purpose.
Service quality
Customer satisfaction with service quality can be define by comparing perceptions of the services
accept wit
expectation of the service need. Service quality is deemed to be acceptable
Measuring service quality Service quality cannot be measure in the way the quality of physical
goods is measure.
Customer Service-The major class of instaurations involved in the marketing system is
procedures of raw material manufactures and procedures of finish goods and semi finish goods,
services industries and trial and whole seller intermediate
Customer Satisfaction
Is where the buyer is satisfy after purchase, depends of the offers performance in relation to the
expectation satisfaction is a person’s feeling of pleasure or dis appointment result from
comparing a products perceived performance.
Many companies are aiming for high satisfaction because customers who are just satisfied still
find it easy to switch when a better offer comes along. Those who are highly satisfy are much
less ready to switch high satisfaction or delight creates an emotional affinity with the brand not
just a rational performance the result is high customer loyalty
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Waiting line theory
Waiting line occur when the capacity of a services operation is fully occupy at the exact moment
when customer want that services. Waiting line take wide variety of forms, form waiting in line at
the checkout in a super market to waiting in line at a tollbooth a turn pike, to waiting on the
telephone to make a hotel or airline reservation.
2.9 Waiting line characteristics
The waiting line (queuing) phenomenon consists essentially of six major component: population
sources, ,finite population, infinite population, arrival characteristics, arrival pattern, size of
arrival units, distribution, degree of patience, physical features of line length, number of line,
services facility structure, single channel, single phase, single channel multiphase, multichannel
phase, multichannel, multiphase, capacity utilization Exit.
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CHAPTER THREE
METHODOLOGY
Methodology is the process used to collect information and data for the purpose of making or studying
something or doing M methodology is the systematic, theoretical analysis of the methods applied to a
field of study. It comprises the theoretical analysis of the body of methods and principles associated
with a branch of knowledge.
This type of research is a descriptive research using simple random sampling method from the
customers of Ethiopian Telecommunication Corporation from Addis Ababa branch. According
to the discussion and analysis based on the study has recommend same possible points order to
enable the branch to have quality customer services.
3.1 Data sources and data collection instruments
The source of data of this paper would be both primary and secondary source primary source
include data collection from the customers of the corporation and marketing and sells department
officers.
3.2 Sampling and sampling size
The researcher was able to select to customers based on purposive or convenient sampling
techniques .Interviews were also design to marketing and sales department officers. These
organizations specialize in different types of activities. The ultimate consumers of customers are
these how consume the products or services or enjoy the satisfaction.
3.3 Data analysis
In order to analyze the collection data table, graphs, figures and charts percentages and ratios
were use. The idea of data analysis with a brief evaluation and assessment if service delivery
and customer satisfaction on mobile services, More over its devolve to make presentation
analysis and interpretation of the data rather from the customer and non corne body of officers of
Ethio telecom Addis Ababa branch.
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CHAPTER FOUR
DISSCUSSION AND ANALYSIS
Every human activity is associate with time and other workable resources. Base on this
assumption, this researcher has outline the following budget details need for running the prose re
research activity in the aforementioned research area.
4.1 Work plan /time schedule/
Working time No of Days
No. Activities
From To
1 Proposal and questionnaire March 8/2020 April 28/2020 42
development
2 Chapter 1 and Chapter 2 May 01/2020 May 24/2020 23
development
3 Date collections Instrument May26/2020 June 19/2020 25
4 Data collection, analysis and June 25/2020 July03/2020 28
interpretations.
5 Producing final thesis (there July 08/2020 September 01/2020 24
copies)
6 Submission to the department September 03/2020 September 06/2020 4
Total 145
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4.2 Work Budget Break Dawn
No Activities/Items Unit Quality Total Price
measures
Birr Cent Birr cm
1 Flash Disk piece 1 200 00 200 00
2 Secretarial services Page 45 5 00 225 00
3 Photo copy service page 100 1 00 100 00
4 Writing pad piece 1 15 00 15 00
5 Pen piece 5 5 00 25 00
6 Printing Page 35 2 00 70 00
7 Internet service Minute 3 hour 0 30 54 00
8 Transport cost 300 00
Total 989 00
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