The Role Of Service Quality On Customer Satisfaction:Using Servqual (The Case Of Commercial Bank Of Ethiopia: North Addis Ababa District)
| dc.contributor.advisor | Workaferahu, Yohannes (Phd) | |
| dc.contributor.author | Arega, Abreham | |
| dc.date.accessioned | 2021-10-19T08:53:44Z | |
| dc.date.accessioned | 2023-11-04T09:40:41Z | |
| dc.date.available | 2021-10-19T08:53:44Z | |
| dc.date.available | 2023-11-04T09:40:41Z | |
| dc.date.issued | 2021-06 | |
| dc.description.abstract | The major aim of the study is to asses’ customer satisfaction in terms of service quality and to identify and rank service quality dimensions with in CBE North Addis Ababa district using SERVQUAL. Five dimensions in service quality such as Tangibles, Reliabilities, Responsiveness, Assurance and Empathy are considered as the base for this study. A questionnaire for such purpose was designed and explanatory statistical methods were applied to analyze the collected data. A sample of 400 customers was interviewed with a structured questionnaire and the correlation result indicates that a strong positive correlation exhibits between the independent variable which is overall mean gap score value and the dependent one which is satisfaction level of customers. Furthermore, the output from the regression analysis revealed that overall mean gap score value has a positive influence on customer satisfaction. Additionally, utilizing SERVQUAL techniques on the five independent variables shows that only tangible dimension has a positive gap score whereas reliability has a least gap score, followed by assurance, empathy and responsiveness. Finally, based on the findings, an according recommendation is forwarded. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/28248 | |
| dc.language.iso | en | en_US |
| dc.publisher | A.A.U | en_US |
| dc.subject | Service Quality On Customer Satisfaction | en_US |
| dc.title | The Role Of Service Quality On Customer Satisfaction:Using Servqual (The Case Of Commercial Bank Of Ethiopia: North Addis Ababa District) | en_US |
| dc.type | Thesis | en_US |