Assessment Of Service Quality And Customer Satisfaction (the Case Of Awash International Bank Gerji Branch Addis Ababa)

This study was conducted on the title – Assessment of ServicernQuality and Customer Satisfaction of Awash InternationalrnBank, Gerji Branch. The major service quality dimensions whichrnwere incorporated in this study place are the following; namely,rnReliability, Responsiveness, Assurance, Empathy andrnTangibles. In gathering the data, both primary and secondary data,rnparticularly educated customers of the above mentioned case studyrnplace was employed as primary sources of information together withrnthe management of the bank so as to get balanced sources ofrninformation. Survey questionnaire was used to collect the primaryrndata from the educated customers and structured personalrninterview was used to collect the required data from thernmanagement and employees of the bank. Non-probabilisticrnpersuasive sampling technique was used wherever and wheneverrnappropriate. The data analyses were done based on Suradi`srnPerceived Service Quality Ratio. Thus, the finding has shown thatrnthat educated customers were not satisfied because they did notrntake quality services. At last, the study discloses that the Bank hasrnencountered service failure. Henceforth, the target bank shouldrnmake important researches that enable to promote its service’srnquality

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