Service quality and users satisfaction in Ethiopian service environment

Description

The book basically covers an empirical study conducted on Ethiopian public and private service organization environment how service quality along with customer relationship management practice impacts on customer satisfaction, as well as customer loyalty. Over the course of the last two decades, reforms have been introduced in ethiopian public sector organizations to make them more market-oriented and remove the cradle-to-grave welfare provision and lead to a better customer relationship management and the service quality delivery processes. Thus, some of the studies shows how the level of customer relationships and service quality level over different public sectors in Ethiopia at different times. The link with strategic objectives and the quality of service at interaction point were also covered in the study presented form the service provider and customer point of view during interaction. Furthermore, COVID-19 pandemic posed a great challenge last year around the world likewise it was a great challenge for the financial industry in Ethiopia leading to an increase of mobile banking services which becomes a new normal and necessity for users of financial services.