The Impact of Service Quality on Customer Loyalty: The Case of Export Customers of Oromia International Bank Share Company
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Date
2015-05
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Addis Ababa University
Abstract
The main goal of this study is appraising the service quality level of Oromia International Bank Share Company’s and investigating its impact on export customer loyalty. To this end, these customers’ level of loyalty and their perception of the quality of service being provided by this bank were investigated. To accomplish this, Self administered questionnaire with 22 items SERVPERF scale, on a five-point Likert-type was used by this research to evaluate the impact of service quality on export customer loyalty. The service quality dimensions that play a significant role in this research are reliability, assurance, tangibles, empathy and responsiveness. Data from the questionnaires were analyzed through mean and standard deviation. Correlation analysis was also made with the help of SPSS version 20 statistical software program. According to the findings, export customers are not much complaining physical design and appearance of the bank. However, off these dimensions, responsiveness and reliability were found to be low to export customers. The findings demonstrated that improvement in service quality can enhance export customer loyalty
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Keywords
service quality, customer loyalty, Bank