An assessment of level of service quality and customer satisfaction the case of ethio telecom

! " # $ !% %!( ! ) *+ $ , % $ $ !% ! * $ & + ! -* $*+ / 0120 &! ' ABSTRACT The purpose of this quantitative descriptive research study was to assess the level of service quality and to identify the most important service quality dimensions that influence overall customer satisfaction Five dimensions of the SERVPERF scale namely; tangibles, reliability, responsiveness, assurance and empathy were used to measure the perceptions of customers of Ethio Telecom The research was conducted using data collected through a survey of enterprise customers in Addis Ababa 220 questionnaires were sent to the sample of the study and 170 usable questionnaires were obtained with a response rate of 77% The findings revealed that three of the service quality dimensions: reliability (t-value= 4.06 p