THE EFFECT OF CUSTOMER COMPLAINT HANDLING PRACTICES ON CUSTOMER SATISFACTION IN ETHIOPIAN ELECTRIC UTILITY CUSTOMER SERVICE CENTER
Keywords:
Customer Complaint, Respond On Time, Responsiveness, Follow-up, Effectiveness, Customer SatisfactionAbstract
A customer complaint is a customer’s expression of dissatisfaction with a product, service, or purchasing situation. This study was aimed at examining the effect of customer-compliant handling practices dimensions: respond on time, responsiveness, follow-up, and effectiveness) on customer satisfaction at the EEU Werabe service center. The researcher used both mixed types of research approaches, and a closed-ended and open-ended semi-structured questionnaire was used to collect data based on the research questions. The study used both primary and secondary data. To meet the goal, data for this study was collected by distributing questionnaires to 384 customers of Werabe service center, of which 373 were collected. Convenience sampling techniques were used to collect data from the respondents. To do this, the customers are first stratified according to their type, and then further stratified into domestic, commercial, and industrial customers based on tariff category. As a result, 373 completed surveys were evaluated using SPSS version 26. Descriptive and inferential statistics were used to analyze the collected data by using SPSS software version 20, and the questionnaire's reliability was estimated by calculating Cronbach’s Alpha. A research finding indicates that there were statistically significant relationships between all customer-compliant handling components and customer satisfaction. Therefore it is advisable to consider service center should demonstrate a high level of respond on time to improve resolving the complaints within the specified time, increasing customer satisfaction and service center should accept the customer's complaints and by giving a quick response to solve their complaints.
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