ASSESSEMENTOFCUSTEMERPERCPTIONONSERVICEQUALITYOFCOMMERCIAL BANKOFETHIOPIA:ACASESTUDYINGUBREBRANCH
| dc.contributor.author | MEKDES SHEFRAWI, MEKDES | |
| dc.date.accessioned | 2024-04-16T12:13:36Z | |
| dc.date.available | 2024-04-16T12:13:36Z | |
| dc.date.issued | 2020-12 | |
| dc.description.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 | en_US |
| dc.description.sponsorship | wolkite universty | en_US |
| dc.identifier.uri | http://10.194.1.109:8080/xmlui/handle/123456789/1866 | |
| dc.language.iso | en | en_US |
| dc.publisher | WOLKITE UNIVERSITY | en_US |
| dc.title | ASSESSEMENTOFCUSTEMERPERCPTIONONSERVICEQUALITYOFCOMMERCIAL BANKOFETHIOPIA:ACASESTUDYINGUBREBRANCH | en_US |
| dc.type | Thesis | en_US |