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Determinant factors affecting customer relationship management in ethio telecom (case study of mekelle city)

Author: 
Hassen Mehammedbrehan Kahsay
Subject Area: 
Social Sciences and Humanities
Abstract: 

Today, most leading companies are developing customer relationship to make loyalty and retention programs. Beyond offering consistently high value and satisfaction, marketers can use specific marketing tools to develop stronger bonds with consumer. First, a company might build value and satisfaction by adding financial benefits to the customer relationship. A second approach is to add social benefits as well as financial benefits. This study focuses on the determinant factors affecting customer relationship management in ethio telecom in Mekelle town branch. In order to collect data both primary and secondary data sources were used in the study. The primary data was collected from users of the services and employees of the ethio telecom by using questionnaire. The secondary data was collected from books and other related records of the corporation. The sampling method used for customers was convenience and simple random sampling was used for employee so as to gather primary data. The collected data were analyzed using descriptive analysis and accordingly interpreted and reported.

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