Impact of service quality on customer satisfaction at the public owned National Alcohol and Liquor Factory

Tessema, Tibebe Zeleke

dc.contributor.advisor	Ahwireng-Obeng, Fred
dc.contributor.author	Tessema, Tibebe Zeleke
dc.date.accessioned	2012-08-20T12:32:49Z
dc.date.available	2012-08-20T12:32:49Z
dc.date.issued	2012-08-20
dc.identifier.uri	http://hdl.handle.net/10500/6139
dc.description.abstract	The purpose of the study is to analyze whether perceived customer service directly related to customer satisfaction regarding the National Alcohol & Liquor Factory (NALF) customers in Addis Ababa. The findings of the study indicated that five service quality dimensions were positively related to overall service quality and are indeed drivers of service quality which in turn has an impact on customer satisfaction. The study findings also indicated that all the standardized coefficients relating the service quality dimensions to overall service quality and to customer satisfaction have the expected positive sign and are statistically significant.	en
dc.format.extent	1 online resource (xiii, 120 leaves) : illustrations (some color)	en
dc.relation.ispartofseries	2011 MBL 3 Research Report;
dc.subject	Service quality	en
dc.subject	Customer satisfaction	en
dc.subject	Liquor industry, Ethiopia	en
dc.subject.ddc	658.56209663
dc.subject.lcsh	National Alcohol & Liquor Factory (NALF)	en
dc.subject.lcsh	Service industries -- Ethiopia -- Addis Ababa	en
dc.subject.lcsh	Service Industries -- Ethiopia -- Addis Ababa -- Management	en
dc.subject.lcsh	Customer satisfaction -- Ethiopia -- Addis Ababa	en
dc.subject.lcsh	Customer service -- Ethiopia -- Addis Ababa
dc.title	Impact of service quality on customer satisfaction at the public owned National Alcohol and Liquor Factory	en
dc.type	Research Report	en
dc.description.degree	M.B.L.