ASSESSMENT OF CUSTOMER SATISFACTION IN CASE OF FIXED BROAD BAND INTERNET IN ETHIO TELECOM DILLA TOWN.

The aim of this research is to assess customers’ satisfaction on fixed broadband internet<br> services at Ethio-telecom in Dilla Town. It is to identify factors that affect fixed broadband<br> internet customers' dissatisfaction and to forward possible suggestions that can alleviate<br> dissatisfaction. To do so, descriptive survey research design was employed. 218 respondents<br> of Ethio-Telecom fixed broadband internet subscribers were surveyed for this study. The<br> respondents were taken from stratified samples using simple random sampling technique<br> among broadband internet users in Dilla Town. From the study it was found that customers’<br> satisfaction level on broadband internet services was very low. The study also showed that<br> cost, speed, connectivity and maintenance have significant effect on customers’ satisfaction<br> of fixed broadband internet. Based on the findings it was recommended that Ethio- telecom is<br> required to revise cost, improve its services like: connectivity, speed, quality, maintenance,<br> and employee orientation and transmission materials of fixed broadband internet in order to<br> boost its customers’ satisfaction.