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Assessment of level of customer satisfaction with quality service in commercial bank of Ethiopia in Bahirdar district

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dc.contributor.advisor Deribe, Assefa (PhD)
dc.contributor.author Shewangzaw, Merha
dc.date.accessioned 2019-10-22T15:26:01Z
dc.date.available 2019-10-22T15:26:01Z
dc.date.issued 2019-06
dc.identifier.uri http://localhost:80/xmlui/handle/123456789/19604
dc.description A thesis submitted to Addis Ababa university, faculty of business & economics department of public administration and development management in partial fulfillment of the Requirements for the award of a master’s degree in Public management & policy en_US
dc.description.abstract Today competition is getting intense than before. So that companies need to start paying special attention to their service quality, competitors, development of new technological aspects ever after. Companies should constantly anticipate the customers unlimited needs and expectations and try to address the gap. The aim of this study is to assess customers’ satisfaction and the service quality of Commercial Bank of Ethiopia. And to give an insight for the management for areas of improvement. A total of 120 respondents who have used CBE’s service were participated in the study from 10 branches. The data has been analyzed using descriptive statistics. From the analysis made, it is found that 80 percent of the respondents are satisfied with the service quality of the bank but still looking for improvement in the cashless banking system of CBE. The five SERVQUAL dimensions (empathy, reliability and assurance) showed good rating but tangibility and responsiveness was found to be the areas that need special attention of the bank management. The overall service quality perceived by the customers is good and need improvement. For the attainment of its vision be the leading company and benchmark in the market in which we operate with levels of profitability and creation of shareholders’ value in line with the best industry benchmarks en_US
dc.language.iso en_US en_US
dc.publisher Addis Ababa University en_US
dc.subject Customer Satisfaction en_US
dc.subject Service Quality en_US
dc.subject Service Quality dimensions en_US
dc.title Assessment of level of customer satisfaction with quality service in commercial bank of Ethiopia in Bahirdar district en_US
dc.type Thesis en_US


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