The Influence of Express Mail Service Quality on Customer Satisfaction: Evidence from EMS Ethiopia
Published: 2020
Author(s) Name: Mengistu Bogale Ayele, Habtamu Bekele, Mesfin Workineh |
Author(s) Affiliation: Assistant Professor, Researcher and Community Service Provider, Addis Ababa University, Ethiopia.
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Abstract
The study examined the association between service quality and customer satisfaction in Ethiopian Express Mail Service (EMS
Ethiopia). It had adopted explanatory design using quantitative data collected using standardized questionnaire. The instrument
used was the SERVPERF model, consisting of the five quality dimensions (Tangibles, Reliability, Responsiveness, Assurance and
Empathy). Data were collected from a sample of 384 respondents who send their documents and parcels through EMS Ethiopia
over a period of two consecutive weeks. The findings of the study indicated that all service quality dimensions have positive
and significant influence on customers’ satisfaction except tangibility. Of all the service quality dimensions Empathy has the
most important influence on customer satisfaction followed by Responsiveness. Hence improving the quality of service will help
strengthen the satisfaction of customers in EMS Ethiopia. Future research should study by reaching other organizations to better
generalize about the Ethiopian Business Environment in general.
Keywords: Service Quality, Service Quality Dimensions, Customer Satisfaction
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