| Abstract: | Service quality has become as one of the key driving forces for business sustainability and is vital for firms’ accomplishment. Customer service quality is a crucial source of distinctive competence and often considered a key success factor in sustaining competitive advantage in service industries. SERVQUL is a service quality measurement instrument this includes tangibility, reliability, responsiveness, empathy and assurance. The general objective of the study was to measure the effects of advertising agencies service quality on the level of customer relationship. In order to get a comprehensive data 74 customers are included in the study. The study used both primary and secondary data that were collected through a semi-structured questionnaire, & quantitative analysis. Out of the 82 questionnaires that were distributed 74 questionnaires were filled and returned successfully. This represents a response rate of 90 percent. Data was analyzed using descriptive and inferential statistics. The study found that Zeleman Communication, Advertising and Production has latest service equipment, company staff appearance and service facilities are appealing and appropriate, employees of Zeleman Communication, Advertising and Production are equipped with the professional ability, employees are polite and friendly and can make their customers feel respected but they does not provides services at schedule time as promised, company are not reliable. Based on these findings, the study recommends that Zeleman should delivering its services at promised times, and handling customer’s complaints effectively, should treating customer with great respect, giving individual attention to customers, serving customers based on their specific needs and improving its branch accessibility and working hours in a way it meets the customer’s need, the company should acquire modern and modern-looking equipment’s and visually appealing physical facilities and the company should also prepare their materials in clear, understandable and visually appealing manner. |
