The Role of Export Service Quality on Improving the Level of Customer Satisfaction of Exporters: The Case of Commercial Bank of Ethiopia
| dc.contributor.advisor | Andualem, Getie (PhD) | |
| dc.contributor.author | W/Senbet, Sahlemariam | |
| dc.date.accessioned | 2018-11-02T08:22:44Z | |
| dc.date.accessioned | 2023-11-04T09:02:56Z | |
| dc.date.available | 2018-11-02T08:22:44Z | |
| dc.date.available | 2023-11-04T09:02:56Z | |
| dc.date.issued | 2015-05 | |
| dc.description.abstract | The customer‘s standard of living and consciousness is demanding quality of service. Service quality is mandatory to provide added value to retain and make customers loyal. This research project paper focuses on the export service quality of Commercial Bank of Ethiopia /CBE/. The main objective of the study is to find out the impact of service quality to the level of exporter’s satisfaction. To this end, it assesses and measures export customer expectation and what they actually perceive which is crucial for the bank to point out their needs and satisfy them accordingly. The study has analyzed the service quality which has a great impact on exporter’s satisfaction using SERVQUAL model which has five dimensions (tangibles, reliability, responsiveness, assurance and empathy). In doing so the study used the quantitative method of data collection and analysis to identify and explain the gaps. To collect the primary data, survey questionnaire has been administered on the export customers of CBE. The results show that the assurance dimension is the most important, while tangible is the least important factor of quality service for both expectation and perception of the export customers. The least gap is on empathy with mean score of -0.12 and the highest gap is on tangible with a mean score of - 0.32. The overall mean gap score of perception and expectation is -0.23. With this finding, the study concluded that expectation level is higher than the perception level which shows the export customer’s dissatisfaction on the bank’s service delivery. It also recommended the bank needs to improve its service quality in the entire dimensions, especially on those with higher gaps i.e. tangibles, reliability and responsiveness. Key words: Service quality, expectation, perception, satisfaction, SERVQUAL, CBE | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/13663 | |
| dc.language.iso | en | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | Service quality, | en_US |
| dc.subject | expectation | en_US |
| dc.subject | perception | en_US |
| dc.subject | satisfaction | en_US |
| dc.subject | SERVQUAL | en_US |
| dc.subject | CBE | en_US |
| dc.title | The Role of Export Service Quality on Improving the Level of Customer Satisfaction of Exporters: The Case of Commercial Bank of Ethiopia | en_US |
| dc.type | Thesis | en_US |