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The Influence of Express Mail Service Quality on Customer Satisfaction: Evidence from EMS Ethiopia

International Journal of Marketing and Business Communication

Volume 9 Issue 1&2

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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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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