THE ASSESSMENT OF CUSTOMER COMPLAIN HANDLING PRACTICE (IN CASE OF COMMERTIAL BANK OF ETHIOPIA AT WOLKITE TOWN).

Abstract

The study was conducted on commercial Bank of Ethiopia at Wolkite town. The main objective of this study is to assess customer’s complaints handling practice on Bank. Both primary and secondary data were 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 annual reports, books, records and website of the bank the research utilized stratified Sampling method. This method makes the population more homogenous population to researcher in order to collect accurate and reliable information. After that the data was presenting, interpreting and analyze by using statisticaltools such as tabulation percentage. Finally the researcher made finding, showed that most ofthe time customer complaints have made many times .The research conclude Handling complaintis an important factor to consider is dealing with customers and conducting business to satisfy customers. When organizations deploy customer complaint logbooks, the process of complaint resolution is further enhanced. The recommendation another way would be to factor complaint services into ATM services such that complaints can be made electrical by just pressing a button. This would relieve customers of some frustrations that go with poor service were forwarded and it raised a problems.