ASSESSMENT OF COMPLAIANT HANDLING PRACTICE AT UNITED BANK S.C

Abstract

The aim of this study was to assess complaint handling practice of United Bank S.C. The study was conducted among customers of the bank and managers of the department of the bank at selected three branches in Addis Ababa. The study used mixed research approach. To achieve the objective of the study research questions were developed based on the practice of complaint handling by the bank. Questions are for both customers and department managers of the bank. The study uses simple random sampling technique to select the target population for questionnaire and purposive sampling technique used for interview. The research questionnaire was developed by using Likert scale to rate their response, ranging from strongly disagree to strongly agree. Quantitative data were gathered through questionnaire from 200 respondents. The questionnaires included open and close ended questions. During the analysis interrelated procedures are performed in order to sum up and rearrange the data. The collected data were analysed through descriptive statistics such as percentage, frequency, means and Standard Deviation were applied. Based on the research results the data analysis indicates that: the customers’ complaint doesn’t fix on time. On the other hand there is less concern by management for complaint handling.