THE EFFECT OF ETHICAL STANDARDS ON CUSTOMER SERVICE QUALITY: THE CASE OF NIB INTERNATIONAL BANK

Abstract

This research investigates " THE EFFECT OF ETHICAL STANDARDS ON CUSTOMER SERVICE QUALITY: THE CASE OF NIB INTERNATIONAL BANK." ethical standard refers to a set of principles or guidelines that define what is considered morally right and wrong within a specific context. Customer service quality refers to the overall experience a customer has when interacting with a company's representatives across various touch points. To achieve the objectives of this study, data was collected through questionnaire from a sample of 432 customer of the bank. The data was gathered using questionnaires in order to meet the study's objectives. The selection of these respondents was done by random sampling. Multiple regression analysis, correlation, mean, standard deviation, and other statistical methods were used to examine the data gathered from the questionnaire. The results of this study have showed that, except transparency the other three ethical standards dimensions (Honesty, Confidentiality and Accountability) have positive and significant relationship with customer service quality. The result of this study also indicates that customers were most satisfied with the Accountability of the Nib staff. On the other hand, customers were less satisfied with transparency of the ethical dimension. Furthermore, the ethical standard dimensions (Honesty, Confidentiality, Transparency and Accountability) significantly explain 71.1% of the variations in customer service quality in Nib International Bank S.C. Based on the findings the researcher have recommended new and additional points to foster the effectiveness of this ethical standards in pursuing good quality of service given.