Assessment on The Role of Service Quality Delivery on Customer Satisfaction (in Case Of Commercial Bank Of Ethiopian Arada District Special Branch)
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Date
2023-06-02
Authors
Kassaw Edeglign
Journal Title
Journal ISSN
Volume Title
Publisher
A.A.U
Abstract
The aim of this study is to assess of service quality and customer satisfaction. It describes the relationship
between service quality dimensions and customer satisfaction in Arada district special branch of
commercial bank of Ethiopia and identifies the most important dimension of service quality for the bank
customers. Also, it shows the gaps between customer’s expectation and perception on the quality of
service delivery system in the bank. Data was collected through structured questioners, interviews, and
an office document review, all of which were created using factors described in the literature. A total of
165 questionnaires were distributed, with 160 respondents filling them out and returning them,
accounting for 96.97 percent of the total. The research is carries out through the use of descriptive
research design and primarily And secondary bases on data collects through structure questionnaire
develops bases on SERVQUAL instrument. Convenience sampling technique is uses to select
respondents from district branches of commercial bank of Ethiopia. The data has been analyses through
descriptive statistics. According to the result the majority of the customers are dis satisfied by
Politeness of employees, customer feeling safe in their transaction, personal behavior of
employee and adequate knowledge of employee is satisfying assurance dimension of service
quality
keyword This research offers its own recommendations for improving the customer
satisfaction