The Effect of Service Quality on Customer Satisfaction in The Case of Bunna Bank S.C
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Date
2024-05-05
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A.A.U
Abstract
This study looked at the link between overall service quality and customer satisfaction at
Bunna Bank (BB) at the chosen branches and the gap between customer perception and
expectations on service dimensions. Customers of Bunna Bank S.C. at four specific Addis
Ababa branches made up the respondents. 150 BB customer respondents completed a selfadministered
questionnaire to collect primary data. We then selected 150 valid
questionnaires using a stratified random sample technique for statistical analysis. IBM SPSS
version 25 was used to process the data, and descriptive statistics (such as frequencies,
percentages, mean scores, pie charts, and bar graphs), as well as chi-square testing, binary
logistic regression analysis, and Spearman correlation analysis, were used to evaluate the
results. This study looked at how aspects of service quality impacted customer satisfaction at
Bunna Bank in Addis Abeba. The characteristics of service quality were assurance,
responsiveness, empathy, tangibility, and dependability. At the 5% significance level, the
findings demonstrated that every aspect of service quality had a favorable and substantial
influence on customer satisfaction. The survey also revealed that clients were pleased with
the bank's physical spaces, prompt and accurate service, polite and informed employees, and
personalized attention. The study included suggestions for future research paths as well as
recommendations for the bank's management to enhance customer happiness and service
quality.