Assessment of Service Quality and Customer Satisfaction: The Case of Commercial Bank of Ethiopia
| dc.contributor.advisor | Bersisa, Kacho (PhD) | |
| dc.contributor.author | Shibru, Jaleta | |
| dc.date.accessioned | 2019-10-18T11:48:49Z | |
| dc.date.accessioned | 2023-11-04T10:19:36Z | |
| dc.date.available | 2019-10-18T11:48:49Z | |
| dc.date.available | 2023-11-04T10:19:36Z | |
| dc.date.issued | 2019-07 | |
| dc.description | A Thesis Submitted to the Department of Public Administration and Management of Addis Ababa University in Partial Fulfillment of the Requirements for the Degree of Master‟s in Public Management and Policy | en_US |
| dc.description.abstract | Service offering channels in banking sector has emerged on scene with a variety of forms such as internet banking, mobile banking, and ATM. Mature competition and global finance system has been forced to investigate the significance of customer satisfaction. This study was set to assess customers’ satisfaction in service the case of Commercial Bank of Ethiopia using SERVEQAL model. A self-administered questionnaire was used to collect primary data from 228 valid respondents who are customers of CBE, using convenient sampling technique. Data was analyzed using SPSS’s frequencies and percentages, mean scores, Cronbach alpha, Pearson’s linear correlation and regression analysis. The study was based on the three research objectives: (1) to measure service quality corresponds to each dimensions of SERVEQAL (2) to analyze the customer satisfaction on service quality and (3) to investigate the level of customer satisfaction. The result of the study reveals that the overall level of customer’s satisfaction in the study area is low as compared those who were not satisfied. The result of study showed that all most all factors included in the study were significantly associated with customer’s Satisfaction. Thus, it can be concluded that responsiveness and assurance remains the most determinant and/it strongly influence customer’s satisfaction level of CBE. The result of study showed that all factors included in the study were significantly associated with customer’s Satisfaction. In overall, the results of the regression revealed that all independent variables (service quality dimension) are significant with customer satisfaction. The finding revealed that all the service quality dimensions are significantly and positively associated with the overall customer satisfaction. Besides, Tangibility, Reliability, Responsiveness, Empathy and Assurance are highlighted as significant predictors and key factors in determining the customer satisfaction. But Responsiveness and Assurance was found as the most influential predictor of customer satisfaction. The researcher recommended that in order to ensure customer satisfaction CBE should improve the performance on all the dimensions of CBE service quality. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/19498 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | Empathy and Assurance | en_US |
| dc.subject | Customer satisfaction | en_US |
| dc.subject | ReliabilityA.A.U | en_US |
| dc.subject | Tangibility | en_US |
| dc.title | Assessment of Service Quality and Customer Satisfaction: The Case of Commercial Bank of Ethiopia | en_US |
| dc.type | Thesis | en_US |