ASSESMENT OF SERVICE QUALITY: A CASE STUDY OF ADDIS INTERNATIONAL BANK S.C.

Abstract

The major aim of this research paper is assess the quality of service offered by Addis International Bank S.C. Using the five dimension SERVQUAL model i.e. reliability, assurance, tangibility, empathy and responsiveness were used to assess the quality of service offered by the bank. In order to achieve the aim, questionnaire survey were used to collect the data. Convenient sampling procedure was used to obtain the respondent from AdIB Addis Ababa city branch customer. The survey questions were developed based on five point likert scale and customers were asked to rate the service quality based on the given parameters. This paper used descriptive research design in order to obtain pertinent information about service quality. After data collection, the collected data was analyzed using SPSS and Microsoft Excel. The research shows that the service quality provided by the bank is good for respective customers. The findings and recommendations of this study would help the management to get valuable lesson so that possible insight would be gained and remedies would be given.