CHALLENGES OF DELIVERING QUALITY SERVICE IN THE CASE OF DASHEN BANK S.C, ADDIS ABABA SELECTED BRANCHES

Abstract

The main intent of this study is to explore challenges of delivering quality service in case of Dashen Bank S.C, in Addis Ababa selected branches. Methodologically, both primary and secondary sources of data were incorporated in this study. Primary data were collected from employees and customers whereas the secondary data were collected from different books, journal, internet and annual reports. Moreover from the total population, 505 sample respondents were drawn for this research study. Convenience sampling techniques is used for choosing the respondents of the study. Questionnaires were distributed to one hundred seven employees and three hundred ninety eight customers of selected branches. The information obtained from the respondents was analyzed using descriptive statistics. The researcher found out that the key challenge for delivering quality service is lack of training on the bank’s new products and service delivery, improper office arrangement to deliver service, shortage of the necessary working equipment and materials, problem on the allocation of physical facilities, lack of technologically up to date physical facilities, poor performance management system, lack of employees compliant handling system and lack of recognition for best performer employees. To improve the service delivery of the bank, the researcher recommended that giving appropriate training to employees on the new product, giving emphasis to the tangibles office materials, proper allocation of physical facilities, invest on new or update the existing system, it is better to use robust compliance handling system for both the employees and customers of the bank, standardizing the procedures for all branch and other will bring customer satisfaction and loyalty for the bank.