Assessment of Service Quality and Customer Satisfaction (The Case of Awash International Bank Gerji Branch, Addis Ababa)
| dc.contributor.advisor | Berhanu, Mehret (Assistant Professor) | |
| dc.contributor.author | Gedilu, Dereje | |
| dc.date.accessioned | 2021-06-08T07:30:37Z | |
| dc.date.accessioned | 2023-11-04T14:11:00Z | |
| dc.date.available | 2021-06-08T07:30:37Z | |
| dc.date.available | 2023-11-04T14:11:00Z | |
| dc.date.issued | 2014-06 | |
| dc.description.abstract | This study was conducted on the title – Assessment of Service Quality and Customer Satisfaction of Awash International Bank, Gerji Branch. The major service quality dimensions which were incorporated in this study place are the following; namely, Reliability, Responsiveness, Assurance, Empathy and Tangibles. In gathering the data, both primary and secondary data, particularly educated customers of the above mentioned case study place was employed as primary sources of information together with the management of the bank so as to get balanced sources of information. Survey questionnaire was used to collect the primary data from the educated customers and structured personal interview was used to collect the required data from the management and employees of the bank. Non-probabilistic persuasive sampling technique was used wherever and whenever appropriate. The data analyses were done based on Suradi`s Perceived Service Quality Ratio. Thus, the finding has shown that that educated customers were not satisfied because they did not take quality services. At last, the study discloses that the Bank has encountered service failure. Henceforth, the target bank should make important researches that enable to promote its service’s quality | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/26751 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | Service Quality | en_US |
| dc.subject | Bank Service | en_US |
| dc.subject | Customer Satisfaction | en_US |
| dc.title | Assessment of Service Quality and Customer Satisfaction (The Case of Awash International Bank Gerji Branch, Addis Ababa) | en_US |
| dc.type | Thesis | en_US |