ASSESSMENT OF SERVICE DELIVERY QUALITY AND CORE BANKING SYSTEM IN BANK OF ABYSSINIA.

Abstract

Organizations strive to launch different technologies to improve their service delivery quality which in turn leads to win customer loyalty. Banking sector is shifting from manual area to technology because of technological shift, as Banks are under increasing pressure to offer better services to their customers, with the new technology aiding globalization and integration of the world’s financial market with the drastic increase in the expectation of customers for newer products and alternative delivery channels that meet their specification i.e. is delivering quality service at anywhere and anytime. Thus, the study focused on assessing service quality and core banking system in Bank of Abyssinia. This study used descriptive-correlational research design and quantitative approach in which questionnaires were distributed to 291 sampled customers and analyzed using SPSS version 23. This study used tables, frequency, percent, charts, mean and standard deviation in displaying the results. The computed mean scores of service delivery quality through service quality dimensions which helps to measure their rate of service delivery quality of the bank; majority of respondents rate of the service delivery quality dimensions are rated as good and there is no much variance of the respondents’ response since the standard deviation results are almost near to zero. majority of the respondents show their strong agreement that CBS benefited customers and users by reducing error on transactions, enhancing security of account information, facilitating speed of services, improving the way of business, reducing waiting time, providing more flexible services, reducing transaction cost and quick transfer of funds. On the contrary, a few respondents indicate that there is lack of network infrastructure, lack of ICT and skilled personnel and fear of cybercrimes or security and trust factors. It also used Pearson’s correlation coefficient to analyze the relationship between core banking system and service delivery quality. The study revealed that core banking system have significantly contributed to service delivery quality and there is a strong and significant relationship between core banking system and service delivery quality.