Abstract:
In today`s world customer satisfactions is a great issue. Organizations need to know
their customers feeling to their service/product to remain in business. Some
organizations doesn`t give attention or may not always understand what features a
service must have in order to meet customer need. This is an assessment of customer
satisfaction in Ethiopia Electric Utility to understand the service quality in five critical
dimensions, tangibility, reliability, responsiveness, assurance, empathy and to know the
level of customer satisfaction in terms of the dimensions. Unfortunately Ethiopia
Electric Utility is a monopoly supplier and one Customer service center has thousands of
customers which is so difficult to address all. Therefore, non probability sampling is
used to collect both qualitative and quantitative data determined using Yamane formula
conveniently. The collected data analyzed and interpreted using descriptive statistical
method, frequency distribution table, graphs, charts, mean and standard deviation. The
analysis indicates that customers do not agree the appearance, happening and
appropriateness of the service quality dimensions of Ethiopia Electric Utility. The
frequency distribution table indicate that disagree/dissatisfaction is the most registered
finding and nor satisfaction or dissatisfaction is followed. In general the study has
concluded that the customers of Burayu customer service Center disagree/dissatisfied
almost in all service quality dimensions of Ethiopia Electric Utility.
