THE ASSESSMENT OF CUSTOMER COMPLAINTHANDLINGPRACTICE (IN CASE OF COMMERCIAL BANKOF ETHIOPIAGUBRE BRANCH)

Abstract

This study was conducted on commercial Bank of Ethiopia Gubre branch. The main objective of this study is to assess customer’s complaint handling practice on the Bank. Both primary and secondary data was used to accomplish this study. A questionnaire was used to collect data from primary and secondary source of data. The primary data was collected directly from the employee of the bank and the secondary data was collected from annual reports, books, records and website of the bank. The research utilizedcensus method. All 42 employees of the bank were included in the study. After that the data was presented, interpreted and analyzed by using statistical tools such as tabulation and percentage. The finding of this study indicated that customers present their complaint directly to the bank most of the timeand the bank use suggestion box and suggestion box as compliant handling method most of the timebased on those findings the organization is recommended that to use other method of complaint handlingmethods like sms and short call service and it would be good if the bank specifies a date when tocheckthe complains.