The effect of Service Quality gaps on customer satisfaction: The Case of Dashen bank
| dc.contributor.advisor | Gemechu, Waktola (PhD) | |
| dc.contributor.author | Axumiet, Mulugeta | |
| dc.date.accessioned | 2020-02-26T12:10:44Z | |
| dc.date.accessioned | 2023-11-04T09:36:40Z | |
| dc.date.available | 2020-02-26T12:10:44Z | |
| dc.date.available | 2023-11-04T09:36:40Z | |
| dc.date.issued | 2019-06 | |
| dc.description | A thesis submitted to Addis Ababa University college of Business and Economics in partial fulfillment of the requirement for the Degree of Masters of Business Administration. | en_US |
| dc.description.abstract | The government of Ethiopia has launched economic reforms, financial liberalization measures and restructuring of financial institutions with the aim of promoting a competitive environment and efficient banking services to the public. The major objective of this study is assessing the effect of service quality gap on customer satisfaction in five branches found under Dashen bank. To attain this objective, questionnaires was designed and categorized under five dimensions of the SERVEQUAL model. The sample consists of 390 respondents selected based on convenience sampling procedure from the selected branches. This study used quantitative research design and both primary and secondary data. The collected data‟s was analyzed with the help of SPSS version 23.Mean gap score of expectation and perception were used to investigate the relationship between dependent and independent variables. The correlation results indicate that there is a positive correlation between the service quality gap dimensions and customer satisfaction. The finding of the analysis showed that, the performance of Dashen bank in providing quality service is not in a position to meet the expectation of the customer. Low service quality leads low customer satisfaction. Based on this, in order to improve performance of the bank, the researcher suggested that, the bank should prepare complaint-handling mechanisms, relevant and timely training for its front line employees and make service quality gap analysis on fixed time framework. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/20750 | |
| dc.language.iso | en | en_US |
| dc.publisher | A.A.U. | en_US |
| dc.subject | Assurance | en_US |
| dc.subject | Customer Satisfaction | en_US |
| dc.subject | Responsiveness | en_US |
| dc.subject | Service quality gap | en_US |
| dc.title | The effect of Service Quality gaps on customer satisfaction: The Case of Dashen bank | en_US |
| dc.type | Thesis | en_US |