Impact of Service Quality on Customer Satisfaction: The Case of Commercial Bank of Ethiopia

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Addis Ababa University


Quality service has become a serious issue among scholars in service given organization. Especially in the banking industry cannot be survive till satisfies its customers. This arises due to the fact that operators of the industry still find it difficult to understand what customer needs are at a particular time. The purpose of this study is to know the impact of service quality on customer satisfaction the case of CBE. The researcher used SERVQUAL instrument for the study. The study was conducted in Addis Ababa with the participation of five selected CBE branches’ because found abundantly and easily accessible. A total of 384 questionnaires were administered to five CBE branches customers out of whom 220 questionnaires were returned and used for a comprehensive empirical analysis. Both descriptive and inferential statistics have been used to find mean score and to test hypothesis and to investigate research problems and questions. It was acknowledged that the five dimensions have impact on customer satisfaction of banking customers. The result of correlation analysis revealed that all service quality dimensions are correlated with overall customer satisfaction. Thus, the bank should give strong emphasis to all service quality dimensions in maintaining and improving the service quality of the bank



Service Quality, CBE, Bank