The Determinants Of Service Quality In The Ethiopian Chamber Of Commerce And Sectorial Associations With Particular Reference To Exporters

The aim of this study is to position the dimensions of service quality that affect thernexpectation and perception of service quality of Ethiopian chamber of commerce andrnsectorial association. The service offered to exporters is very crucial since, Exportrngrowth is important because of its influence on internal trade and economic stabilityrnof a country it needs to be measured and properly managed. Service quality is arnconcept that has aroused considerable interest and debate in the research literaturernbecause of the difficulties in both defining and measuring it with no overallrnconsensus emerging on either. The measurements that were used in this study arerndeveloped based on the widely accepted SERVQUAL model which is the most commonrnmethod for measuring service quality. A descriptive statistics analysis is used tornevaluate the level of service quality of ECCSA from the perspectives of exporters.rnOne of the major finding of this study is that there is a gap between perception andrnexpectation of exporters, there appears to be a relatively large negative gap onrntangibility determinant where expectation highly exceeds perception, while onrnAssurance dimension there is a small positive gap where perception of servicernexceeds expectation. Based on the research done the researcher found out that thernmain determinants of service quality of ECCSA include Tangibility, Reliability,rnResponsiveness, Assurance and Empathy which affect ECCSA’s overall service qualityrnto member exporters.

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