Comparative Study of Service Quality of Public and Private Banks from Customers' Perspectives: The Case of Banks in Ambo
| dc.contributor.advisor | Mekonen, Worku (PhD) | |
| dc.contributor.author | Amenu, Melaku | |
| dc.date.accessioned | 2019-02-01T12:47:19Z | |
| dc.date.accessioned | 2023-11-10T14:45:12Z | |
| dc.date.available | 2019-02-01T12:47:19Z | |
| dc.date.available | 2023-11-10T14:45:12Z | |
| dc.date.issued | 2010-01 | |
| dc.description.abstract | The major objectives of this study were: (a) to examine the gap between customers' expectations and their actual perceptions of service quality performance of commercial banks operating in Ambo town, (b) to examine and compare the service quality gap scores across these commercial banks, and (c) to identifY the service quality dimension M that customers of each bank favor mos/. A questionnaire used for this investigation is limited to a sample of 325 re5pondents residing in Ambo town. The sampling procedure used was non-probability convenient sampling The measurements used were based on widely accepted SERVQUAL model. A descriptive statistics analysis (mean and paired ttest) was used 10 see the gap between customers ' perceptions and their actual expectations of their respective banks. The study shows that all banks in Ambo have not met the service expectations of the customers because; there is a significant gap between the perceptions and expectations of banks' customers. Among the five dimensions of service quality, the highest negative gap score belongs to re5jJonsiveness, though customers rated re5jJonsiveness as the most importanl service allribute of all the five service quality dimensions. Further, the study also found that the lowest negative gap score is examined in Awash international bank which indicates that the service quality pelformance of this bank is beller Ihan Ihal of other two banks, CBE and CBO Hence, customers of AlB were relatively sati~fied with the overall service quality performance of their bank. Given today 's competitive banking marketing environment in the country, the researcher believes that it is appropriate for the management of the all commercial banks to seriously examine their corporate quality programs and customer service system. In addition, they must also consider that their pelformance measures now have to place a value on beller responsiveness to customer needs. These measures and changes can be expensive in terms of employee time and effort, but the management of these banks needs to find ways to overcome these hurdles, otherwise the increasing competition Fom non-bank financial institution may shrink their market shares. Therefore, all commercial banks need to belfer understand their customers and continuously measure and evaluate their service quality performance in order to improve their service quality based on customers' perceptions. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/12345678/16183 | |
| dc.language.iso | en | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | Public and Private Banks from Customers' | en_US |
| dc.title | Comparative Study of Service Quality of Public and Private Banks from Customers' Perspectives: The Case of Banks in Ambo | en_US |
| dc.type | Thesis | en_US |