BULE HORA UNIVERSITY

COLLEGE OF BUSINESS AND ECONOMICS

DEPARTMENT OF MARKETING MANAGEMENT

ASSESSMENT OF SERVICE QUALITY AND ITS EFFECT ON

CUSTOMER SATISFACTION (IN CASE OF ABYSSINIA BANK,BULE
HORA BRANCH)

A SENIOR ESSAY PROPOSAL SUBMITTED TO DEPARTMENT OF

MARKETING MANAGENMENT IN PARTIAL FULFILLMENT OF
BACHELOR OF ART (BA) DEGREE IN MARKETING MANAGENMENT

PREPARED BY:

ALEMNESH TAFERE

SECTION TWO

ADVISOR NAME Mr.

MARCH 2024

BULE HORA, ETHIOPIA

 Abstract
Service quality is a basic and integral part of business Management. For business
to be successful all its individual parts must be successful. It is impossible for any
organization to achieve its full potential without successful service quality activity
in the long run. The central theme of this study is to assess the service quality and
its effect on customer’s satisfaction in the case of Abyssinia bank Bule Hora
branch. . To collect the relevant data, the researcher would use primary source of
data. Primary data would include the interview of the manager, questionnaires
and observation. Data will be analys using descriptive analysis techniques. The
study will service quality instrument to collect information from the customer
would analyses descriptively use statistics such as table frequency and percentage.
Empathy, assurance, tangible, reliability and responsiveness are the most factors
that determine the service quality. Finally; the researcher will be conclude
recommended possible solution based on the findings.

I
Contents
Abstract.................................................................................................................................................................I
CHAPTER ONE...................................................................................................................................................1
1. INTRODUCTION............................................................................................................................................1
1.1 Background of the Study............................................................................................................................1
1.2 Statement of the Problem...........................................................................................................................2
1.3 Research Proposal Question.......................................................................................................................2
1.4 Objective of the Study................................................................................................................................3
1.4.1 General Objective................................................................................................................................3
1.4.2 Specific Objectives..............................................................................................................................3
1.5 Significance of the Study............................................................................................................................3
1.6 Scope of the Study......................................................................................................................................3
1.8 Limitation of the Study...............................................................................................................................4
CHAPTER TWO..................................................................................................................................................5
2. LITERATURE REVIEW.................................................................................................................................5
2.1 Definition of Service..................................................................................................................................5
2.2 Service Characteristics...............................................................................................................................5
2.3 Service Quality...........................................................................................................................................9
2.3.1 Quality Vs Satisfaction........................................................................................................................9
2.3.2 Service Quality Dimension..................................................................................................................9
2.4.1 Customer Expectation.......................................................................................................................11
2.4.2 Customer Perception.......................................................................................................................11
2.5 The Service Quality Approach.................................................................................................................12
2.5.1 Criticisms’ of Service Quality...........................................................................................................12
2.6 Customer Satisfaction...............................................................................................................................13
2.6.1 What Determines Customer Satisfaction?.........................................................................................13
2.6.2 The Measurement of Satisfaction...................................................................................................14
CHAPTER THREE............................................................................................................................................16
3. RESEARCH PROPOSAL METHODOLOGY..............................................................................................16
3.1 Study Area................................................................................................................................................16
3.2 Research Design.......................................................................................................................................16
3.3 Source of Data..........................................................................................................................................16
3.4 Target population......................................................................................................................................16
3.5 Sampling Technique And Sample Size....................................................................................................17

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 3.6 Data Collection Method............................................................................................................................17
3.7 Data Processing and Analysis...................................................................................................................17
3.8 Ethical considerations...............................................................................................................................18
3.9 Time Budget.............................................................................................................................................18
3.10 Cost Budget............................................................................................................................................20
Reference............................................................................................................................................................21

III
 CHAPTER ONE

1. INTRODUCTION

1.1 Background of the Study

Service quality and customer “satisfaction are un arguable the two core concept that are at the
root of marketing theory and practice. In today’s world of intense computation the key to
sustainable competitive advantage lies in delivering high quality service that was in turn result
in satisfied customers when computation increase and environmental issue becomes
dynamic .The importance of service quality is increase ” ( Parasuraman, 2001).

In today’s competitive environment delivering high quality service is the key for sustainable
competitive effect on organizations profitability satisfies customers are the foundation of any
successful business because customer’s satisfaction leads to repeat purchase, brand loyalty and
positive word of mouth.

In appropriate and unwise giving of service management of service is necessary. Service quality
is the result of the comparison that customers make between their expectations about a service
and their perception of the way the service has been performed. Customer satisfaction is a person
feeling of pleasure or disappointment resulting from comparing a products perceived
performance or out comes in relation to his /her expectation.

If the performance falls short of expectations, the customers are dissatisfied. If the performance
matches the expectations, the customers are satisfied. If the performance exceeds expectations
the customer is highly stratified or delighted (Kotler, 2006).

Most researchers agree that satisfaction is an attitude or evaluation that is formed by the
customer comparing their pre-purchase expectations of what they would received from the
product to their subjective perception of perform once actually receive (Oliver, 2005).

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defined that satisfaction is a person feelings of pleasure or disappointment resulting from
complaining products perceive a performance or out come in relation to his/her expectations
(Kotler, 2000).

Customer satisfaction and service quality are interrelated the higher the service quality the higher
customer satisfaction many agree that in banking sector there are no recognized standard scale to
measures the perceived quality of a bank service (Kotler, 2000).

1.2 Statement of the Problem

Service quality and customer satisfaction are important aspects of business since a company’s growth is
largely dependent on how well it maintains its customers through service and how well they keep their
customers satisfied (Edward and Sahadev, 2011). According to Chang et al. (2017); customer satisfaction
is expected to result from good service efficiency, which will improve customer engagement and
interrelationship. González et al. (2007) asserted that customer satisfaction is linked to high service
quality, which makes businesses more competitive in the market place. This study uses the SERVQUAL
framework to define service quality. This framework uses five dimensions to account for service quality,
namely, tangibles, reliability, responsiveness, assurance, and empathy. Identifying issues in service and
customer satisfaction can lead to high service quality. Furthermore, service quality can be characterized
by analyzing the variations between planned and perceived service. Service quality and customer
satisfaction have a positive relationship.

1.3 Research Proposal Question

1) What are the basic dimensions of service quality that are important to customer’s
satisfaction?
2) What is the relationship between service quality and customer satisfaction?
3) What are the gaps between customer expectation and perception towards the level of
service quality?
4) Is the bank trying to satisfy customers?

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1.4 Objective of the Study

1.4.1 General Objective

The objective of this study will be to assess the influences of service quality on customer satisfaction and
to show the way of solving the observe problem in appropriate manner.

1.4.2 Specific Objectives

 To investigate the basic dimensions of service quality that is important to customers’
satisfaction.
 To verify the relationship between service quality and customer satisfaction.
 To determine the gaps between customer expectation and perception to words the
level of service quality.
 To evaluate whether the bank tries to satisfy customers or not.

1.5 Significance of the Study

The result of this study will help the bank to develop better service quality in order to meet
customer needs and their satisfaction.

It will help the researcher to have know how about conducting research and serves as a corners
stone for future career.

It will help as on input for other researchers who conduct research on the same issue.

1.6 Scope of the Study

The study will be limit (restrict) to the Assessment of service quality its effect on customer
satisfaction in case of Abyssinia bank, Bule hora branch.

The study also only focuses on service quality on customer satisfaction. It does not include other
variables such as pricing, place, promotion, and product because they will make the scope wide
which in turn is difficult for assessment.

1.7 Organization of the Study

This research proposal is organized into three chapters .The first chapter deals the introduction
part which includes background of the study, statement of problem, objectives of the study scope

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of the study significant of the study chapter two deals with review of literature about the study,
chapter three deals about methodology study ,contains data analysis, time and cost budget.

1.8 Limitation of the Study

Limited Services: Smaller branches may not offer the full range of services available at larger branches,
such as investment advice or specialized loans.

Staffing Constraints: A limited number of staff can lead to longer wait times for customers and may affect
the quality of service.

Technological Limitations: If the branch lacks modern banking technology, it may struggle with
efficiency and customer satisfaction.

Geographical Challenges: Being located in a rural or less accessible area can limit customer access and
reduce foot traffic.

Regulatory Compliance: Adhering to local regulations and compliance requirements can sometimes
hinder operational flexibility.

Economic Factors: Local economic conditions can impact lending practices and the overall financial
health of the branch.

Customer Awareness: There may be a lack of awareness among potential customers about the services
offered by the bank.

Competition: Competing with other banks or financial institutions in the area can limit market share and
profitability.

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 CHAPTER TWO

2. LITERATURE REVIEW

2.1 Definition of Service

A service is any activity or benefit that one party can offer to another which is essentially
intangible and does not result in the owner ship of anything. The advance economies of the
world are now dominated by the services and virtually all companies view services as critical to
retaining their customers to day and in the future. Even manufacturing companies that, in the
past, have depend on their physical goads for their existence but now their come to see and
recognize that service provided one of their few sustainable competitive advantages (Zeithmal
and Bitner, 2003).

Different authors give different definitions for service Kotler (2007) defines service as follow:

“Service is any act or performance that one party can offer to another that in essentially
inerasable and does not result in the owner ship of anything. Its production may or may not be
tied to a physical product (Zeithmal and Bituer, 2009) defines service as; Service is deeds,
processes, and performance provided or coproduced by one entity or person for another entity or
person.

2.2 Service Characteristics

A company must consider five main service characteristics when designing marketing programs:
in tangibility, inseparability, variability, perishability, and lack of owner ship (Kotler, 1999).

Intangibility

Service intangibility means that senders cannot be reading displayed, so they cannot be seen,
tasted, felt, and heard, or sine lied before they are bought. Because, service offerings lack
tangible characteristics that the buyer can evaluate before purchase, uncertainty is increased.

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To reduce uncertainty, buyers look for “signals” of service quality. They draw conclusions about
quality from the place, people, equipment, communication material and price that key can see,
(Kenneth E. clowDevid L. Kurta, 2003).

Therefore, the service provider’s task is to make the service tangible in one or more ways.
Whereas product marketers try to add intangible (e.g., fast delivery, extended warranty, after
sales service) to their tangible offers. Service marketers try to add tangible cues suggesting high
quality to their intangible offers. Consider about that wants to conveyance idea that its service is
quick and efficient. It must make this positioning strategy tangible in every aspect of customer
contact. The bank’s physical setting must suggest quick and efficient service; its exterior and
interior should have clean lines; internal traffic flow should be planned carefully; and waiting
lines should see short. The bank’s staff should be busy and properly dressed. The equipment
computers, copying machines desks- should look modern (Kotler, 1999).

The banks advertisements and other communications should suggest efficiency, with clean and
simple designs and carefully chosen words and photos that communicate the banks positioning.

Inseparability

Service inseparability means that service cannot be separated from their providers, whether the
providers are people or machines. If a person provides the service then the person is a part of the
service. The other or feature of the inseparability of services is that other customers are also
present or involved. The implication for management would be to ensure at all times that
customers involved in the service do not interfere with each other’s satisfaction.

Variability

As services in valve people in production and consumption there is considerable potential for
variability. Service variability means that the quality of services depends on who provides them,
as well as when, where and how they are provided. As such, service quality is different to
control. Even the quality a single employee service varies according to his or her energy and
frame of mind at the time of each customer contact. For example, two services offered by the
same solicitor may not be has identical in performance.

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Service firms can take several steps towards quality control. First they can select and train their
personal carefully. Second, they can motivate staff by providing employee incentives that
emphasize quality, such as, employee to- the mouth- a words or bonuses based on customer
Feedback. Third, they can make service employees more visible and accountable to consumers
car dealership can let customers talk directly with the machines working on their cars. A firm can
cheek customer satisfaction regularly through suggestion and complaint system.

Fourth, service firm can increase the consistency of employee performance by substituting
equipment for staff (example, vending machines, automatics cash dispenser), and through heavy
enforcement of standardized as well a detailed job procedures (Kotler, 1999).

Perishability

Service perishability means that service cannot be stored for later sales or use. The perish ability
of services is not a problem when demand is steady. However, when demand fluctuates, service
firms often have difficult problems. Service firms can use several strategies for producing a
better match between demand and supply. On the demand side, differential pricing- that is
charging different prices at different times- will shift some demand from peak periods to off,
peak periods. On the supply side, firms can hire part time employees to service peak demand.

Peak time demand can be handed more efficiently by rescheduling work so that employees do
only essential tasks during peak periods (Kenneth E. clow and David l. Kurtz, 2003).

Lack of owner ship

Service produces lack that quality of ownership. The service consumer often has access to the
service for a limited time. Because of the lack of owner ship, service providers must make
especial effort to reinforce their brand identity and affinity with the consumer by offering
incentives to consumers to use their service again.

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 Table2. 1Service Characteristics

No Characteristics Resulting implication

Intangibility Services cannot be inventoried

1 Service cannot patented

Service can not readily displayed or recommended

Pricing is difficult

Heterogeneous Service delivery and CS depends on employee action

2 Service quality depends on many up controllable at factors

There is no sure knowledge that the service delivered matches what was
planned and promoted

Simultaneous production and consumption

Inseparability Consulters participate in and affect the transaction.

3 Customers affect each other

Employees affect the service outcome.

Decentralization may be essential mass production is difficult.

4 Perishable It is difficult to synchronize supply and demand is with service

Service cannot be returned or resold.

2.3 Service Quality

Service quality is company personnel need a common understanding in order to the able to
address such issues as the measurement of service quality, the identification of causes of service
quality short fall and the design and implementation of corrective actions (lovelock, 2004).

8
Service quality is “the difference between customers” expectation of service and their perceived
services. If the expectation greater than the service performance, perceived quality is less than
satisfactory and hence customer dissatisfaction occurs (Parasuraman et al., 2004).

Service quality is serviced by consumed starting from a comparison of how they feel firms
should perform on this dimension with what they actually perceive. It in the gap between a
customer’s expectations and perceptions that determine service quality. The smaller the gap
better the quality of service and the greater the customer satisfaction (Parasuraman, Zeithmal and
Berry, 2004).

2.3.1 Quality Vs Satisfaction

summarizes current thinking on satisfaction as follows;- satisfaction in a person’s feeling of
pleasures or disappointment resulting from comparing a product’s perceived falls short of
expectation, the customers is dissatisfied, If the performance exceeds expectations the customer
is highly satisfied or delighted (Kotler, 2006).

Satisfaction is depend on produce or service quality. Quality is the totality of features and
charactestics of a product or service that bear on its ability to satisfy stated or employed needs.

2.3.2 Service Quality Dimension

Service quality dimension represent how customers organize information about service quality in
their minds (Zeithmal and Bitner, 2003) on the basis of exploratory and quantitative research.
These fives dimensions were found relevant for banking, insurance, appliance repair and
maintenances.

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 Reliability: delivering on promise

Reliability is defined as the ability to perform the promised service dependably and accurately.
In its broadest sense, reliability means that the company delivers on its promises, promises
about delivery, service provision, problem resolution, and pricing, customers want to do business
with companies that keep their promises, particularly their promises about the service out comes
and core service attributes.

Responsiveness: being willing to help

Responsiveness is the willingness to help customers and to provide prompt service. These
dimension emphasizes, attentiveness and promptness in dealing with customer requests,
questions, complimented and problems.

Responsiveness is commentated to customer by the length of time they have to wait to for
assistance, answers to questions or attention to problem. Responsiveness also captures the notion
of flexibility and ability to customize the service to customer needs.

To excel on the dimension of responsiveness a company must be certain to view the process of
service delivery and the handing of requisites from the customer point of view rather than from
the company’s point of view. To truly distinguish them service on responsiveness, companies
need well- staffed customer service departments as well as responsive font-line people in all
contact positions.

Assurance: inspiring trust and confidence

Assurance is defined as employees’ knowledge and courtesy and the ability of the firm and its
employees to inspire trust and confidence. This dimension is likely to be particularly important
for service that the customer services as involving high risk and /or about which they feel
uncertain about their ability to evaluate out comes. Trust and confidence may be embodied in the
person who links the customer to the company. In such service contexts the company seeks to
build trust and loyalty between key contact people and individual customers. The personal
banker concept captures this idea: customers are assigned to a banker who will get to know them
individual and how well coordinate all of their banking services.

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 Empathy: Treating customers as individual

Empathy is defined as the caring individualized attention the firm providence its customers. The
essence of empathy is conveying, through personalized or customized service that customers are
unique and special customers want to feel understood by and important to firms that provide
service to them.

Tangibles: representing the service physically

Tangibles are defined as the appearance of physical facilities, personal and communication
materials. All of this provides physical representation or images of the service that customers,
particularly new customers, will use to evaluate quality.

Customer Expectation and Perception of Service Quality

2.4.1 Customer Expectation

Customer expectation are believes about service delivery that faction as standards or reference
point against which performance is jugged. Because customers complain their perception of
performance with its reference points when evaluating service quality, through knowledge about
customer expel action is critical to service marketers. Knowing what the customer expects is the
first and possibility most critical step in delivering quality service.

2.4.1.1 Factors That Influences Customer Expectation

Because expectations play such a critical role in customer evaluation of service company needs
and wants to understand the factors to shape them. These are

Personas needs and

Philosophy

2.4.2 Customer Perception

Customer perceives services in terms of the quality of service and how satisfied they are over all
with their experiences. This customer oriented terms quality and satisfaction have been focus of
attention for executives and researchers unlikely.

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2.5 The Service Quality Approach
The service quality approach has been applied in service and retailing organization. Service
quality is a function of pre-purchase customers, expectation, perceived process quality, and
perceived output quality. Service quality is the gap between customer’s expectation of service
and their perception of the service experience (Parasuraman et al, 2013).

2.5.1 Criticisms’ of Service Quality

Not with standing its growing popularity and with spread application, service quality has been
subjected to a number of theoretical and operational criticisms which are detailed below;

Theoretical

Paradigmatic objections; service quality is based on a disconfirmation paradigm rather

than an attitudinal paradigm; and service quality fails to draw on established economic,
statistical and psychological theory.

Gaps model: there is little evidence that customers assess service quality in terms of
Perception and expectation gaps.

Process orientation: service quality focuses on the process of service delivery, not the
outcomes of the service encounter.

Dimensionality: In service quality five dimensions are not universals; the number of
dimensions comprising service quality is contextualized; items do not always load on to
the factors which one would a prior expect; and there is a high degree of enter correlation
between the five dimensions.

Operational

Expectations: the term expectation is polysemic; consumers use standards other than
expectation to evaluate service quality and service quality fails to measure absolute
service quality expectation.

Items compassion: four or five items cannot capture the variability within each service
quality dimension.

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 Moments of truth (MOT): customers’ assessments of service quality may vary from
MOT to MOT.

Polarity: the revised polarity of items in the scale causes respondent error.

Scale points: the seven point liker scale is flawed.

Two administrations: two administrations of the instrument cause boredom and

confusion.

Variance extracted: the over service quality score accounts for disappointing proportion
of item variances. Service quality provides a basic skeleton through its expectations/
perception format in compassing statements for each of the five service quality
dimension. The skeleton, when necessary, can be adapted or supplemented to fit the
characteristics or specific research needs particular organization (Parasuman et al., 2008).

2.6 Customer Satisfaction

Satisfaction is generally recognized as a pleasurable out come a desirable and state of
consumption or patronization. Precise definitions of satisfaction very, but common them as
emphasized that it is a customer judgment of the consumption experience formed through some
kind of physiological process that involves some form of comparison of what was expected with
what was received. Similarly, consumers may from satisfaction judgments about specific
attributes of a service (example, the responsiveness of staff the amount of information provide,
branch opening hoarse, etc) or about the service over all. Different authors define customer
satisfaction differentially. Kotler (1996) defines customer satisfaction as follows;

“Satisfactions a person’s filings of pleasure or disappointment resulting from cop ring a

product’s preserved performance (or outcome) in relation to his /her expatiation”. Consumers
from judgments about the value of marketing offer and make their buying decision based up on
this judgment (Kotler, 1996).

2.6.1 What Determines Customer Satisfaction?

The followings are some of the determines of customer satisfaction (Zeithmal, Bitner, 2003).

13
Product and service features: customer satisfaction with a product or service is influenced
signification by the customer’s evaluation of the product or service features. In conducting
satisfaction studies, most firms will determine through some means (often focus groups) what the
important feature as well over all service satisfaction.

Customer emotion: customers’ emotions can also a fact their perceptions of satisfaction with
product and service. These emotions can be stable, preexisting emotions.

Example: Mood state or life satisfaction.

Attribution for service excuse or failure: attributions are the perceived causes of events, influence
prospection of satisfaction as well. When they have been surprised by an out can (the service is
either much better or worse than expected), Customers tend look for the resins and their
assessment of the resins can influence their satisfaction.

Prospection of equality or fairness: customers ask them service did other treated fairing
compared with other customers? Did other customers get better treatments, better price, or better
quality service? Did I pay a fair price for the service?

Notion of Fairness are central to customers’ prospection of satisfaction with products /services.

Other commerce, family members and coworkers: in additions to products and service
features are one’s own individual felling and believe, commerce satisfaction is often influenced
by other people.

2.6.2 The Measurement of Satisfaction

Both employee satisfaction and customer satisfaction may be relevant as performance metrics.
Individual measures must form a view on the nature of satisfaction for their own organization
with regard to facts such as the need being fulfilled, the degree and variety of computations,
segment variations, and how the resultant data well be used. As a rule, customer satisfaction is
measured by the use of some form of quantitative survey. Owning to the nature customers
satisfaction useless that is made of its data, the survey is required to be statistically reliable and
robust. The starting point for any customer satisfaction survey most is the identification of
relevant business oriented objectives that well produce clear, unambiguous results. A useful

14
starting point is deciding which business decisions need to be made and require knowledge
recording customer satisfaction. Thus customer satisfaction should form an integral part of senior
management information follows.

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 CHAPTER THREE

3. RESEARCH PROPOSAL METHODOLOGY

3.1 Study Area

Bule Hora is a town in southern Oromia Region, Ethiopia. Located at distance of 470 km south
of Addis Ababa, on the paved Addis Ababa-Moyale highway, in the West Guji Zone, it is the
largest town in this zone mainly inhabited by the Guji Oromiy.It has a latitude and longitude of
5°35′N 38°15′E and an altitude of 1716 meters above sea level. Bule Hora University is Oromia
Regional state, west Guji Zone Bule Hora woreda.

3.2 Research Design

The Research design is descriptive. Because such type of study tries to describe the
characteristics of population and the problem understudy. In addition to that it enables the
researcher to answer the question like who, what when and how in relation to the study and
described things neutrally as they occur.

3.3 Source of Data

The researcher will be collect data from primary sources. Primary source are customers and manager of
Abyssinia bank concerning communication between manager and customers.

3.4 Target population

The target population of Abisnya Bank, like any financial institution, typically
includes various segments based on demographics, financial needs, and behaviors.
To determine the specific target population for Abisnya Bank, one would typically
look at their marketing materials, product offerings, and strategic goals.Small and
Medium Enterprises is businesses looking for loans, credit facilities, and business
accounts to manage cash flow and growth.

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3.5 Sampling Technique And Sample Size
The sampling technique will simple random sampling, because this method is based on the
concept of random selection. In this type of sampling all members of population have equal
chance of being included in the sample and it used together information from the respondents.

The Total population of the organization will 3000. Therefore, the researcher will be take all of
them as sample size from which the above numbers the researcher selects 97 customers.

N
n=¿ 2
¿
1+ N (e)

Where N= Total number of customers

n= sample size of customers

e=error 10%=0.1

3000
Given:- N=3000 solution:- n= 2
1+ 3000(0.1)

3000
e = 10% n=
1+ 3000(0.01)

3000 3000
n=? n= = =
1+ 30 31

n= 97

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3.6 Data Collection Method
The major data collection tools of the study will be the questionnaires. In addition, the researcher
will be use interview as an additional tool of data collection. The primary data will be collect
from the respondents by preparing open ended and close ended questionnaire because it is
expected that the respondents are educated to fill the designed questionnaire properly as intended
by the researcher. Structured interview method will be use to collect data from manager of the
organization concerning communication between manager and customers.

3.7 Data Processing and Analysis

After collecting data with the help of questionnaire and interview, the data will be analyze. This
will be done first by editing the collect data to avoid some errors during data collection or
response which are not in parallel to each other. The processed and analyzed data will be
presents in the form of percentage and table which is based on their appropriates to the
processed data and descriptive method of data presentation will be use hand in hand with the
above methods in order to clarify and describe quantitative data. In data presentation, qualitative
data will be translate and grouped into categories

3.8 Ethical considerations

General ethical considerations that any bank, including Abisnya Bank, should adhere to in order to
operate responsibly and maintain trust with stakeholders. Here are some key ethical considerations.

Customer Trust and Transparency:- Clearly communicate terms, conditions, fees, and risks associated
with financial products. Transparency fosters trust and allows customers to make informed choices.

Fair Treatment:- Ensure that all customers are treated fairly and without discrimination. This includes
equitable access to services and products regardless of race, gender, or socioeconomic status.

Transparency: Clearly communicate to customers how their data will be used and obtain informed
consent before data collection.

Accessibility: Develop products and services that cater to underserved populations in Bule Hora,
promoting financial inclusion for low-income individuals and small businesses.

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3.9 Time Budget
In order to manage the overall research process it needs time budget, the table below shows that
the expected time that will be take from topic selection to completion of the research in
Ethiopian calendar.

No Literature Review Oct. No De Jan. Feb.

v. c.

1 Topic Selection ✔

2 Collection of use full material ✔

3 Data Collection ✔

4 Datalysis and writing of final ✔

research
5 Submission of research ✔

6 Presentation of final research ✔

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3.10 Cost Budget
In order to undertake the research process effectively and efficiently, it is necessary to prepare
cost budget, the table below shows the expected cost that will be incurre in research.

Item Quantity Perunit(Birr) TotalCost(Birr)

Equipment Paper 5 200 1500

and stationary Pens 4 25 200

Flash(16GB) 1 500 500

Total Cost - - 2200

Personal cost Transportation 1000.00

Internet 150

Total cost - - 3350

Contingency

Overall total cost - - 3350

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information system)

.(Zeithmal and Bituer,december26, 2022)

(oct,2,2023 by Camilla mackeviciute)

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