Service Quality in Ethiopian Banking Industry (The Case of Zemen Bank S.C)
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Date
2014-06
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Addis Ababa University
Abstract
Consumers all over the world have become more quality conscious; hence there has been an
increased customer demand for higher quality service. The general objective of this study is to
assess the level of service quality delivery at Zemen Bank. The focus was on the main branch of
Zemen Bank located in the Addis Ababa Metropolis. The outcome of this study will enhance the
Bank’s competitive position in the banking industry and ensure its survival. Convenient
sampling technique was employed in the study with Statistical Package for Social Scientist
(SPSS) used in the analysis. The expectations and perceptions of Zemen Bank customers were
assessed under the five dimensions of SERVQUAL. It was found that all the five dimensions
contributed to quality of service delivery in Zemen Bank. Comparison between the customer
responses and service delivery revealed the need for Zemen bank management to work towards
enhancing customer relationship management. It can be concluded from the analysis that
customers were moderately satisfied with service delivery of Zemen Bank, however, the bank
should work towards enhancing its service delivery in areas with a negative gap score. To
ensure customer retention and improve on competiveness, Zemen Bank should regularly assess
its service delivery.
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Keywords
quality service, customer, Consumers