Assessing the relationship between front office employee’s (Teller’s) job satisfaction and customer’s satisfaction in case of Commercial Bank of Ethiopia
| dc.contributor.advisor | Gemechu, Waktola (PhD) | |
| dc.contributor.author | Tadesse, Aydagnuhem | |
| dc.date.accessioned | 2019-10-13T15:15:03Z | |
| dc.date.accessioned | 2023-11-04T09:36:45Z | |
| dc.date.available | 2019-10-13T15:15:03Z | |
| dc.date.available | 2023-11-04T09:36:45Z | |
| dc.date.issued | 2019-06 | |
| dc.description | A thesis submitted to Addis Ababa University College of Business and Economics in partial fulfillment of the requirement for the award of Master of Business Administration – Management | en_US |
| dc.description.abstract | This study aimed at assessing the relationship between front office employee’s job satisfaction and individual customer’s satisfaction in Commercial Bank of Ethiopia. Two independent surveys, one measuring the job satisfaction level of the front office employees and the other measuring the satisfaction level of the customers were performed using two data collection instruments to obtain the primary data for this research. The questionnaires were distributed to 351 sample front office employees and 384 customers of the Bank. 337 front office employees and 373 customers responded to the survey and used for analysis. The participants of the study were selected using convenience-non-random selection method. Descriptive statistics, Pearson’s correlation and regression analysis were used to examine and analyze the data. The results indicated low level of satisfaction on both front office employee’s job satisfaction and customer’s satisfaction. A Pearson’s correlation analyses result of a 93.5 percent correlation with a significance of p = 0.000 which is less than α = 0.05 and the regression analysis indicates that a positive and statistically significant relationship between front office employee’s job satisfaction and customer satisfaction levels does exist. Finally it is recommended that the Bank should work on the factors that has been identified to have low satisfaction score on both sides and to develop ways in order to satisfy its front office employee’s job satisfaction so as to increase its customer’s satisfaction. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/19404 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | Customer’s satisfaction | en_US |
| dc.subject | Front office employee’s job satisfaction | en_US |
| dc.title | Assessing the relationship between front office employee’s (Teller’s) job satisfaction and customer’s satisfaction in case of Commercial Bank of Ethiopia | en_US |
| dc.type | Thesis | en_US |