ASSESSMENT OF SERVICE QUALITY AND CUSTOMER SATISFACTION /THE CASE OF DASHEN BANK/ S.CO.

Abstract

The purpose of this study focused on assessment of service quality and customer satisfaction/the case of Dashen bank /S.CO by adopting technical and functional service quality model. The study used convince sampling techniques and employed the formal presented by Yamane Taro (1968) accordingly 396 customers were selected from the selected branch and the questionnaires were administered based on technical and function service quality dimension models. Respondents response on service quality and customer satisfaction were analyzed under quantitative method and descriptive analysis. The findings also confirmed service quality dimensions have an impact on customer satisfaction on implying that the higher the quality of services, the higher is the level of customer satisfaction. From this finding, it can be summarized that the bank can improve its service by mostly focusing on Tangibility, Reliability, Responsiveness and waiting time of service quality dimensions. the findings of the study showed that customers of bank were not satisfied the overall service quality dimensions. Based on the findings of the paper its conclude that the customers were not satisfied in all dimensions of service quality.in order to satisfy the customers, I recommended that the bank should give greater attention to improve its service quality and satisfy its customer by assessing and improving all the service quality ,to give tanning to the employees ,the management and the staffs are discussed how to give quality services and how customers are satisfied customer will result in reputation of purchase of word of mouth and customer loyalty that help the bank to stay competition in the industry and increase its market share and profit.