service quality
ABSTRACT
In recent years, banks have had to present more various services with higher quality due to the increase in competition and keeping the durability and their profitability. Indeed in these years the increasing trend of competitive environment in the banking industry of the country attracted banks to the field of offering banking services expected by the customers more than before. In this issue paying attention to the effective factors on customers' expectations and its relationship with services quality is one of the important issues of the evaluation of services quality. The provisions of the paper are mainly dedicated about the entire aspects of the “Dimension of Service Quality” at Dashen Bank.
The major aim of the paper is to measure the quality of service offered by Dashen bank and expectations of customers from the banking service (customer satisfaction). The five dimensions i.e. reliability, assurance, tangibility, empathy and responsiveness were used to measure the quality of service offered by the bank. In order to achieve the aims, primary and secondary sources of data are used. The primary data were collected from administered questionnaires; the secondary data were collected from dashen bank manuals, internet and textbooks. The paper shows that assurance and responsiveness plays the most important role in customer satisfaction level followed by reliability, empathy, and finally the bank tangibility.
INTRODUCTION
The economic liberalization of the financial sector started in 1991 laid a foundation for the formation and expansion of private banks in Ethiopia. This coupled with rapid technological advancement and improved communication systems, have contributed to the increasing integration and resemblance amongst banks in the financial sector. As a result, banks are now faced with very high and intense competition (Harvey, 2010).
Banks operating in Ethiopia is consequently put into lot of pressures due towards increase in
In recent years, banks have had to present more various services with higher quality due to the increase in competition and keeping the durability and their profitability. Indeed in these years the increasing trend of competitive environment in the banking industry of the country attracted banks to the field of offering banking services expected by the customers more than before. In this issue paying attention to the effective factors on customers' expectations and its relationship with services quality is one of the important issues of the evaluation of services quality. The provisions of the paper are mainly dedicated about the entire aspects of the “Dimension of Service Quality” at Dashen Bank.
The major aim of the paper is to measure the quality of service offered by Dashen bank and expectations of customers from the banking service (customer satisfaction). The five dimensions i.e. reliability, assurance, tangibility, empathy and responsiveness were used to measure the quality of service offered by the bank. In order to achieve the aims, primary and secondary sources of data are used. The primary data were collected from administered questionnaires; the secondary data were collected from dashen bank manuals, internet and textbooks. The paper shows that assurance and responsiveness plays the most important role in customer satisfaction level followed by reliability, empathy, and finally the bank tangibility.
INTRODUCTION
The economic liberalization of the financial sector started in 1991 laid a foundation for the formation and expansion of private banks in Ethiopia. This coupled with rapid technological advancement and improved communication systems, have contributed to the increasing integration and resemblance amongst banks in the financial sector. As a result, banks are now faced with very high and intense competition (Harvey, 2010).
Banks operating in Ethiopia is consequently put into lot of pressures due towards increase in