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ST.MARY UNIVERSITY SCHOOL OF GRADUATE STUDIESASSESMENT OF SERVICE QUALITY: A CASE STUDY OF ADDS INTERNATIONAL BANK S.C.BY SALEM KET EMA (ID NO. SGS/0236/2005B)DECEMBER 2014 ADDIS ABABA, ETHIOPIA.MARY
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01
Identify the key areas to assess in the service quality.
02
Use a standardized tool or questionnaire to gather feedback from customers.
03
Analyze the data collected to identify strengths and areas for improvement.
04
Implement action plans based on the findings to enhance the service quality.
05
Regularly monitor and reassess the service quality to track progress.

Who needs assesment of service quality?

01
Businesses and organizations that want to improve customer satisfaction and loyalty.
02
Service providers who want to identify areas for improvement in their offerings.
03
Government agencies that want to ensure quality service delivery to citizens.
04
Non-profit organizations that want to assess the impact of their programs on beneficiaries.
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Assessment of service quality is a systematic evaluation of the services provided to determine their effectiveness, efficiency, and overall quality as perceived by customers.
Typically, service providers and organizations that deliver services to customers are required to file an assessment of service quality.
To fill out an assessment of service quality, gather relevant data about service delivery, customer feedback, and performance metrics, then complete the designated form or report based on specific guidelines provided.
The purpose of assessment of service quality is to identify strengths and weaknesses in service delivery, improve customer satisfaction, and ensure compliance with industry standards.
The assessment must typically report on service performance metrics, customer satisfaction rates, response times, complaint resolutions, and any relevant qualitative feedback.
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