The Effects of After Sales Services on Customers Satisfaction in Ethio Telecom: The Case of East Region

The objective of the research was to examine the effect of after sales service on customer satisfaction in Ethio Telecom with special emphasis to enterprise customers in Eastern region. The study applied a mixed research approach via employing descriptive and explanatory research designs to quench the specific and general objectives of the study. Moreover, survey method through cross-sectional method of inquiry employed to distribute and gather structured questionnaire from respondents of the study. Proportionate stratified random sampling technique employed to select 254 sample respondents from Dire Dawa, Harar and Chiro customers and collected 244 responses. Both descriptive and inferential data analysis tools employed to satisfy specific objectives of this study. The major finding of the study indicated that after sales service i.e., presales consultancy, installation, billing service and customer complaint handling dimensions had positive relation to customer satisfaction. Moreover, 83.4% of the variations in customer satisfaction are explained by after sales services quality dimensions in Ethio Telecom. Based on the findings of the study, the researcher recommends the company should focus and work to reach similar level of after sales service level across the region.