July 28, 2025 Thesis Open Access

MELESE MENAMO

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    <subfield code="x">MELESE MENAMO, (2020). ASSESSMENT OF CUSTOMER SATISFACTION IN CASE OF FIXED  BROAD BAND INTERNET IN ETHIO TELECOM DILLA TOWN.</subfield>
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    <subfield code="a">Customer Satisfaction, factors affecting customer satisfaction.</subfield>
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    <subfield code="a">ASSESSMENT OF CUSTOMER SATISFACTION IN CASE OF FIXED  BROAD BAND INTERNET IN ETHIO TELECOM DILLA TOWN.</subfield>
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    <subfield code="a">&lt;p&gt;The aim of this research is to assess customers&amp;rsquo; satisfaction on fixed broadband internet services at Ethio-telecom in Dilla Town. It is to identify factors that affect fixed broadband internet customers&amp;#39; dissatisfaction and to forward possible suggestions that can alleviate dissatisfaction. To do so, descriptive survey research design was employed. 218 respondents of Ethio-Telecom fixed broadband internet subscribers were surveyed for this study. The respondents were taken from stratified samples using simple random sampling technique among broadband internet users in Dilla Town. From the study it was found that customers&amp;rsquo; satisfaction level on broadband internet services was very low. The study also showed that cost, speed, connectivity and maintenance have significant effect on customers&amp;rsquo; satisfaction of fixed broadband internet. Based on the findings it was recommended that Ethio- telecom is required to revise cost, improve its services like: connectivity, speed, quality, maintenance, and employee orientation and transmission materials of fixed broadband internet in order to boost its customers&amp;rsquo; satisfaction.&lt;/p&gt;</subfield>
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