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Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/3428

Title: Customers’ Perception of Service Quality in Ethiopia banking sector: An Exploratory study
Authors: Yonatan, Gebre
Advisors: Professor Tigineh Mersha
Keywords: SERVQUAL, Quality in Ethiopia Banks, CBE, AIB, UB, Service Quality
Copyright: Jun-2010
Date Added: 19-Jul-2012
Publisher: AAU
Abstract: This exploratory study seeks to assess customers’ perception of service quality in the banking sector in Ethiopia. Three banks (Commercial Bank of Ethiopia, Awash International Bank and United Bank) included in the study. The SERVQUAL model was used to determine customers’ perception of service quality at each of the three banks. The findings reveal that there the customers’ expectations are not meet. Among the five dimensions of service quality Tangible and Responsiveness have higher gap scores at CBE and AIB. The Reliability dimension shows a negative gap score at all three banks showing that the customers do not perceive the banks provides consistent service. Farther, the Empathy dimension has a higher negative gap at AIB and UB suggesting that the banks need to train their staff on proper customers’ service techniques. While ranking the five dimensions respondents rated Reliability as the most important service quality indicator at the three banks. The study also indicates that the banks need to become more responsive and assuring to their customers as well as increase their accessibility
Description: A project paper submitted to the school of graduate studies of AAU in partial fulfilment of the requirements for the degree of Masters of Business Administration [MBA]
URI: http://hdl.handle.net/123456789/3428
Appears in:Thesis - Business Adminstration

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