ASSESMENT OF SERVICE QUALITY AND CUSTOMER SATISFACTION IN ZEMEN BANK (A CASE STUDY FROM ADDIS ABABA AREA)

Abstract

Service quality and customer satisfaction is a tool to achieve the existence of the firm. As to address those specific objectives, quality service delivery has the preliminary importance to satisfy customers. The study is concerned about quality service delivery related to customer satisfaction. The study also serves as a mechanism to assess the service quality of the firm. The main objectives of the research study are to assess service quality and to dig out the solutions for the problems, which are more useful to Zemen Bank. A questionnaire was designed and distributed to respondents using a convenience sampling technique for Zemen Bank customers. In order to analyze data, I have used a Likert scale or rating scale, the way to report by sum the values of each selected option and create a score for each point. The study also investigated based on SERVQUAL dimensions of service quality to identify customer’s satisfaction level among service quality dimensions in Zemen Bank. The analysis carried found that the overall service quality perceived by customers was not satisfactory; means customers’ expectations exceeded perceptions Moreover, the researcher put the conclusion that has got from the Likert scale/Rating Scale. Finally, the researcher recommends the specific areas that need an arrangement