Gap Analysis of Service Quality in the Case of Zemen Bank S.C.
| dc.contributor.advisor | Tewodros Mesfin (PhD) | |
| dc.contributor.author | Kelemework Shimelis | |
| dc.date.accessioned | 2024-01-29T11:59:13Z | |
| dc.date.available | 2024-01-29T11:59:13Z | |
| dc.date.issued | 2023-06 | |
| dc.description.abstract | A general assessment or attitude about how to provide better services is known as service quality. Any service sector needs to provide quality service in the current environment of rising competition. The service quality gap at Zemen Bank is the subject of this investigation. The five service quality dimensions—tangibility, reliability, responsiveness, assurance, and empathy are utilized for analysis. In accordance with the gap model put forward by Parasuraman, Zeithmal, and Berry, the 22-item SERVQUAL scale is used. Convenience sampling was used to collect the sample of 399 respondents from a few chosen branches. In Zemen Bank S.C., gap analysis was used to determine the difference between the expected and actual levels of service. SPSS version 20 was utilized for the study's data analysis. The results of the study demonstrate that Zemen Bank's service delivery does not live up to customer expectations. Delivery of low service quality leads to low customer satisfaction based on this, Zemen bank must take immediate action and regular survey to determine service delivery gap at the same time the bank must improve performance of all dimensions of service quality, specifically: action to extend operating hours of the bank, improvement on ability of employees in problem solving and using modern and attractive equipment and technology in order to increase bank service quality and customer satisfaction that leads to maintain and sustain satisfying relationship with customers | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/1621 | |
| dc.language.iso | en_US | |
| dc.publisher | Addis Ababa University | |
| dc.subject | Service Quality | |
| dc.title | Gap Analysis of Service Quality in the Case of Zemen Bank S.C. | |
| dc.type | Thesis |