Browsing by Author "Aberra, Nebiyu"

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    The Determinants of Service Quality in the Ethiopian Chamber of Commerce and Sectorial Associations with Particular Reference to Exporters
    (Addis Ababa University, 2014-05) Aberra, Nebiyu; Takele, Yitbarek (PhD)
    The aim of this study is to position the dimensions of service quality that affect the expectation and perception of service quality of Ethiopian chamber of commerce and sectorial association. The service offered to exporters is very crucial since, Export growth is important because of its influence on internal trade and economic stability of a country it needs to be measured and properly managed. Service quality is a concept that has aroused considerable interest and debate in the research literature because of the difficulties in both defining and measuring it with no overall consensus emerging on either. The measurements that were used in this study are developed based on the widely accepted SERVQUAL model which is the most common method for measuring service quality. A descriptive statistics analysis is used to evaluate the level of service quality of ECCSA from the perspectives of exporters. One of the major finding of this study is that there is a gap between perception and expectation of exporters, there appears to be a relatively large negative gap on tangibility determinant where expectation highly exceeds perception, while on Assurance dimension there is a small positive gap where perception of service exceeds expectation. Based on the research done the researcher found out that the main determinants of service quality of ECCSA include Tangibility, Reliability, Responsiveness, Assurance and Empathy which affect ECCSA’s overall service quality to member exporters.