Assessment on The Role of Service Quality Delivery on Customer Satisfaction (in Case Of Commercial Bank Of Ethiopian Arada District Special Branch)
| dc.contributor.advisor | Mehret Ayenew | |
| dc.contributor.author | Kassaw Edeglign | |
| dc.date.accessioned | 2026-03-04T07:29:58Z | |
| dc.date.available | 2026-03-04T07:29:58Z | |
| dc.date.issued | 2023-06-02 | |
| dc.description.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 | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/7816 | |
| dc.language.iso | en | |
| dc.publisher | A.A.U | |
| dc.title | Assessment on The Role of Service Quality Delivery on Customer Satisfaction (in Case Of Commercial Bank Of Ethiopian Arada District Special Branch) | |
| dc.type | Thesis |