Service Quality In Ethiopian Banking Industry (the Case Of Zemen Bank S.c)

Consumers all over the world have become more quality conscious; hence there has been anrnincreased customer demand for higher quality service. The general objective of this study is tornassess the level of service quality delivery at Zemen Bank. The focus was on the main branch ofrnZemen Bank located in the Addis Ababa Metropolis. The outcome of this study will enhance thernBank’s competitive position in the banking industry and ensure its survival. Convenientrnsampling technique was employed in the study with Statistical Package for Social Scientistrn(SPSS) used in the analysis. The expectations and perceptions of Zemen Bank customers werernassessed under the five dimensions of SERVQUAL. It was found that all the five dimensionsrncontributed to quality of service delivery in Zemen Bank. Comparison between the customerrnresponses and service delivery revealed the need for Zemen bank management to work towardsrnenhancing customer relationship management. It can be concluded from the analysis thatrncustomers were moderately satisfied with service delivery of Zemen Bank, however, the bankrnshould work towards enhancing its service delivery in areas with a negative gap score. Tornensure customer retention and improve on competiveness, Zemen Bank should regularly assessrnits service delivery.

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