RESEARH PROPOSAL ON

Abstract
This research aims to investigate the relationship between the service quality and
customer satisfaction in Ethiotelecom by using SERVQUAL analysis. It also aims to
examine the influence and effect of applying quality service towards customer
satisfaction and to identify which of the five dimensions of SERVQUAL has the
greatest influence on customers satisfaction on service delivery by Ethiotelecom. The
five dimensions of SERVQUAL, which are reliability, accessibility, responsiveness,
assurance, and security, are the identified independent variables, while customer
satisfaction as the identified dependent variable. Each of the dimensions of
SERVQUAL was tested to determine and measure the relationship with customer
satisfaction especially on VIP enterprise customers. Besides that, this study also
wants to concentrate on the customers perception and evaluation toward service
performance in Ethiotelecom. The questionnaires were filled by personnels of VIP
enterprise customers who already use the services provided by Ethiotelecom. A total
of 200 respondents will be participated in the survey. I can get the email address of
those VIP customers from their profile in the companys database and distribute the
questioners by this address. Appropriate notification will be done to collect the
expected responses. As a member of TEP team, I am highly motivated to contribute
my best effort to the company in service delivery.
Key words: Service quality (SQ), SERVQUAL, Customer satisfaction, Ethiotelecom,
VIP, TEP