Browsing by Author "Gebre, Yonatan"
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Item Customers’ Perception of Service Quality in Ethiopia Banking Sector: An Exploratory Study(Addis Ababa University, 2010-06) Gebre, Yonatan; Mersha, Tigineh (Prof)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. Key words: SERVQUAL, Quality in Ethiopia Banks, CBE, AIB, UB, Service Quality