College of Business and Economics
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The College of Business and Economics promotes excellence in teaching, research, and community engagement
in the fields of business, economics, management, and development studies.
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Item AN ASSESSMENT OF THE EFFECTS OF QUALITY OF FIXED BROADBAND INTERNET ON CUSTOMERSATISFACTION IN ETHIO TELECOM IN THE CASE OF SHASHEMENE GRAND SHOP(HAWASSA UNIVERSITY, 2024-02) BEHAILU BIRHANUThe objectives of this study was to assess customer satisfaction by different variables like quality, price, service provision, after sales service and security then put clear recommendation and conclusion to the company accordingly. To attain this objective, the study utilized both interview and questionnaire survey. In depth personal interview was made with Ethio telecom management members to understand the service delivery mechanism and 290 questionnaires were distributed across residential and enterprise customers in shashemene. The survey questions were developed based on Likertscale questions and customers were asked to rate their satisfaction across the parameters identified. This paper used descriptive research design in order to obtain pertinent and precise information about the satisfaction level of customers being studied and qualitative methods were employed to describe the service delivery mechanism and narrate open ended questions in the questionnaire whereas quantitative methods were used to show the phenomenon in numbers. After data collection, the collected data was analyzed using SPSS 23.0 and Microsoft excel software packages. Then the data organized, tabulated, depicted, and described in a way that can attain the objective of the study. Finally, the finding shows that customers were not satisfied with the service provisioning, pricing, quality, and after sales support. Thus, Ethio telecom should learn a valuable lesson from this specific study since the study guides the higher official on which facet of customer satisfaction area should focus.Service provisioning issue was measured using five basic questions and the finding of the study shows that customers are not satisfied with the service provisioning/delivery mechanism. In addition, using four basic FBBI questions, assessment was taken among enterprise and residential customers. It was found that customers are dissatisfied with the current pricing scheme employed by Ethio Telecom. Price of the service was measured using five basic questions and the finding of the study shows that customers are not satisfied with the price mechanism. In addition, using four basic FBBI questions, assessment was taken among enterprise and residential customers was found that customers are dissatisfied with the current pricing scheme employed by Ethio TelecomItem EFFECTS OF NEW PRODUCT DEVELOPEMENT ON CUSTOMER SATISFACTION: A CASE STUDY OF COMMERCIAL BANK OF ETHIOPIA HAWASSA CITY, ETHIOPIA(HAWASSA UNIVERSITY, 2024-10) TESEMA TARIKUIn today's dynamic and highly competitive market, new product development has become one of the primary activities towards survival of any businesses. New product development has become potentially valuable way of securing competitive advantage by improving organizational performances and improving customer satisfaction through quality service. The general objective of the thesis was to identify the effect of new product development on customer satisfaction in CBE (Tabor, Fura and Geburial branch). It conceptualized and developed by five independent variables (reliability, trust, perceived ease of use, perceived usefulness and relative advantage) and dependent variable (on customer satisfaction). The study has theoretical and methodological scope. This study used both descriptive and explanatory research designs. The total population for the study was 45,550 and the sample size for this figure was 396. Those Sample respondents for this study were selected by using non probability, convenience sampling method. Data were collected from primary sources through closed structured questionnaire and analyzed through both descriptive and inferential methods. For the sake of achieving the objectives of this study, questionnaires were analyzed using descriptive and inferential analyses with the help of SPSS version 21 statistical software program. The descriptive analysis was conducted by using (frequency, percentage, mean and standard deviation). On the other hand, inferential analysis was conducted by using Pearson correlation method and linear multiple regression method. The study reveals that all new product development dimensions such as reliability, trust, perceived ease of use, perceived usefulness and relative advantage have statistically significant relationship and statistically positive and significant effects on CBE customer satisfaction. Based on the findings, the researcher recommends that management of the bank has to improve reliability of the products, trust, easiness to use, perceived usefulness and relative advantage of the products and the bank should evaluate its performance so as to understand customers’ need and to get continuous competitive advantage in the banking industry