The Effect of Service Quality on Customer Satisfaction: Case of Abay Bank S.C
| dc.contributor.advisor | Mesfin, Tewodros (PhD) | |
| dc.contributor.author | Abebaw, Eyerusalem | |
| dc.date.accessioned | 2021-05-06T06:01:52Z | |
| dc.date.accessioned | 2023-11-04T14:09:31Z | |
| dc.date.available | 2021-05-06T06:01:52Z | |
| dc.date.available | 2023-11-04T14:09:31Z | |
| dc.date.issued | 2016-06 | |
| dc.description.abstract | Banks play a very important role in the economic life of a nation. Although the banking industry is growing and offering various types of financial services to the public, their mere existence does not do any good unless they deliver a quality service. This study is set out to examine the effect of service quality on customer satisfaction in Abay bank S.C. BSQ model by Bahia & Natel (2000) was used to identify the relationship. Quantitative means of data collection method was employed to collect the data through questionnaire. Time systematic sampling technique was used to select the sample size and a sample of 380 bank customers are taken to undertake the study. The data collected from the questionnaire were analyzed using statistical tools such as mean, correlation, and regression analysis via SPSS Version 20. From the mean score result it is observed that customers were most satisfied with reliability dimension of bank service quality followed by price, tangibility and service portfolio and effectiveness dimension of bank service quality. The results of this study indicate that, the service quality dimensions (access, tangibility and service portfolio, assurance and price) have positive and significant relationship with customer satisfaction but effectiveness and reliability are insignificant. The finding of this study indicates that customers were most satisfied with the price dimensions of bank service quality followed by tangibility and service portfolio. Furthermore, 66% of the variations in customer satisfaction is explained by bank service quality dimensions in Abay bank S.C. Based on the findings of the study, the researcher forwarded some recommendations to the bank’s management. In this study price is the dominant service quality dimension which has a highest positive correlation with customer satisfaction therefore the bank should work on the indicators of this dimension. In general, delivering a quality service for customers have a tremendous effect on customers’ satisfaction that in turn determines the existence and success of banks. So, it’s mandatory that the bank should attempt to maintain consistent service quality at or above customers’ expectation by assessing all the service quality dimensions regularly | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/26312 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | Service Quality | en_US |
| dc.subject | Customer Satisfaction | en_US |
| dc.subject | BSQ | en_US |
| dc.title | The Effect of Service Quality on Customer Satisfaction: Case of Abay Bank S.C | en_US |
| dc.type | Thesis | en_US |