Abstract:
The research objective was is to examine the impact of supply chain practice on customer
satisfaction in Ethiopia electric utility. The study was an explanatory mixed design. The target
populations for the study were employees working at head office and customer service centers in
Addis Ababa. Simple random sampling techniques were applied to select a sample size of 124
employees from both managerial and non-managerial positions. 115 employees (92.74%)
response rate was obtained. Primary data was mainly collected using self- administered
questionnaires consisting of both open and closed ended questions. Data were also collected
through interview. The collected data were quantitatively analyzed using SPSS to produce
descriptive statistics and regression analysis. The study discovered that strong customer
relationship, strong internal collaboration of employee and fast responsiveness to customer and
poor on implementation information technology and supplier relationship from the finding. The
researcher recommends that there is need for EEU management to transforming the capacity of
technology and making strong supplier relationship increase the satisfaction of customer and
also Management Techniques, Implementing Integrated and Automated System, Recruiting
adequate and qualified staffs, Developing Employees Capacity, The study also suggests that
further study should be conducted to assess the role of employee capacity building in making fast
reliable and integrated response on over all utility service.
