ASSESSMENT OF COMPLAIANT HANDLING PRACTICE: (IN THE CASE OF AWASH BANK S.C)

Abstract

The aim of this study was to assess complaint handling practice of Awash Bank S.C. The population of the study consisted of two branches customers of Awash Bank North Addis Ababa Region and employee of Awash Bank around Addis Ababa. The study uses convenient sampling technique to select the target population for questionnaire. 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. 197 questionnaires were distributed and 178 questionnaires have been confirmed, Statistical Package for Social Science (SPSS) software, were used to examine the data and achieve its objectives. The collected data were analyzed through descriptive statistics such as percentage, frequency, means and Standard Deviation were applied. Finally, the research finding identify the main source of complaints, assure the bank recruitment and training delivery for complaint officer are not good and enough. In addition, the bank record keeping also not good. Based on the findings, the study recommended that management of Awash Bank should identify the frequent sources of complaints, to give attention to hiring and assigning the necessary staff for complaint handling and to improve the recode keeping and develop a complaint recording system.