Browsing by Author "Berhanu, Misker"

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    Factors Influencing Customer Satisfaction in Banking Services: A Case of Dashen Bank Share Company
    (Addis Ababa University, 2016-06) Berhanu, Misker; Belayneh, Temesgen (PhD)
    Customers are looking for the best service for the amount of money they are spending. Therefore it became essential for banks to meet or surpass the target customers’ expectations. The general objective of the study was to identify factors influencing customer satisfaction in Dashen Bank S.C Addis Ababa. The study used quantitative research approach to achieve the study objectives. A survey was made by taking 423 samples of Dashen Bank customer from eighteen branches. The customers were selected by using convenience sampling technique. Through the development of a conceptual model that contains four independent variables, this study tried to analyze customers satisfaction in Dashen Bank S.c. It was hypothesized in this study that service interaction, service delivery process, service recovery process and customer compliant handling process significantly influence customer satisfaction of Dashen Bank customers in Addis Ababa. Structured questionnaires were used to collect primary data from customers. The study used descriptive and inferential statistics techniques to analyze the data and arrive at its findings. The findings of the study showed that all the variables affects customer satisfaction positively and significantly. The finding of the study also showed that the customers are not satisfied with the service they are obtaining from the bank