ASSESSEMENTOFCUSTEMERPERCPTIONONSERVICEQUALITYOFCOMMERCIAL BANKOFETHIOPIA:ACASESTUDYINGUBREBRANCH

Abstract

Thestudywasconductedtoassesstheperceptionofthecustomersontheservice qualityofthecommercialbankofEthiopia,Gubrebranch,Wolkitetown.Thegeneral objectiveofthestudyistoassessthecustomers’perceptiononservicequalityof commercialbankofEthiopiainGubrebranch.Thestudyusedprimaryandsecondary sourcesofdatatoattaintheaboveobjective.Theprimarydatawascollecteddirectly from the staffemployees,bank managerand customerofthe bank by using unstructured interview and questionnairemethods.Secondarysourcesarebooks, researchfindingrecordeddocumentandannualreportsoftheorganization.The researcherutilizedthesimplerandom samplingasatypeofsamplingmethodand takesatotalsampleof99respondentsfrom thetargetpopulationthattookandfilled allthequestionnaireandinterviews.Adescriptivestatisticaltechniquewasappliedand dataobtainedfrom theprimarysourcesareprocessed,classifiedandtabulated.To analyzethecollecteddata,theresearcherusedSPSS(StatisticalPackageforSocial Science)softwareofversion20.WithregardtoEmpathydimension,themajorityof customersaresatisfiedontheserviceprovidestothebestinterestatheartcustomers, andalsoontheservicethatprovidedwiththecustomersuits,thecustomersare satisfiedwiththeoverallserviceofthebank.OntheAssurancedimensiontheresearch findingrevelsthatinsomehowtherespondentsaresatisfiedwiththebehaviorofthe employeesofthebank.AstheresearchfindingshowswithregardtoResponsiveness dimensiontheonthemajority respondentsaresatisfiedonthepromptnessof employee in providing the service,willingness to help and sending timelybank statementtothem.Itisadvisabletoemployeesofthebankarealwaysexpectedto understandcustomersproblem andhavingwillingnesstohelptheircustomer.Itis recommendedthatthoughthebanksoverallservicequalityisinagoodway,itis expectedtoeradicateproblemsoccurwhileservicedeliveringtocustomerandworkers inordertocreatesmoothandlongtermrelationshipwiththem