Assessment of Customer Satisfaction in Ethiopia Electric Utility (In The Case Of Burayu Customer Service Center)

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.