The Impact Of Service Quality On The Satisfaction Of Foreign Customers In The Case Of Commercial Bank Of Ethiopia

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Addis Ababa University


The general objective of this study is to assess the impact of service quality on the satisfaction of foreign customers in CBE. The focus of the study was on the three branches of commercial Bank of Ethiopia (Africa Union, ECA and IBD branches). To achieve the objectives of this study, data was collected through questionnaire from a sample of 308 foreign customers. Convenient sampling technique was employed in the study with Statistical Package for Social Scientist (SPSS) version 20.00 used in the analysis. The data collected from the questionnaire were analyzed using Statistical tools such as mean, standard deviation, correlation, and multiple regression analysis.The perceptions of foreign customers of commercial bank of Ethiopia were assessed under the five dimensions of service quality through SERVPERF method. The results of this study indicate that, all the five service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy) have positive and significant relationship with foreign customers’ satisfaction. The finding of this study also indicates that foreign customers were most satisfied with the responsiveness dimensions of service quality. On the contrary, foreigners were less satisfied with reliability and tangibility dimensions of service quality.Furthermore, the service quality dimensions (tangibility, reliability, assurance, responsiveness and empathy) significantly explain 80% of the variations in the satisfaction of foreign customers.The outcome of study will enhance the Bank stakeholders to identify and assess the significance of service quality dimensions and then to take an action to fix it. In general, to ensure the satisfaction of foreign customers, commercial bank of Ethiopia has to asses regularly the process of service delivery



Service quality, Foreign Customers‟ satisfaction, SERVPERF