Effects of Service Quality on Customer Satisfaction in Banking Service: The Case of Commercial Bank of Ethiopia
| dc.contributor.advisor | Lemma, Mesfin (PhD) | |
| dc.contributor.author | Shibabaw, Tesfaye | |
| dc.date.accessioned | 2021-05-26T07:17:34Z | |
| dc.date.accessioned | 2023-11-04T14:10:33Z | |
| dc.date.available | 2021-05-26T07:17:34Z | |
| dc.date.available | 2023-11-04T14:10:33Z | |
| dc.date.issued | 2015-06 | |
| dc.description.abstract | Customer satisfaction has been one of the main concerns of banks of around the world. This has been necessitated by the stiff competition in the banking industry. Banks are striving hard to offer quality services and products in a bid like competition to maintain existing customers and to convince new ones as well. Customers on the other hand, want the best value for their money so they are always coming around to get in need of best service. The main objective of the research was to assess the effect of banking service quality on customer satisfaction using the five service quality dimensions of SERVQUAL model in Commercial Bank of Ethiopia. A sample of 290 customers in 12 branches was taken. The questionnaire was developed based on five dimensions of SERVQUAL model. In methodology part the collected data are analyzed using descriptive statistical tools like mean and correlation and also to analyze the effect relationship regression analysis was implemented using SPSS21 statistical tool. The main findings of the study include the following: all five dimensions of SERVQUAL have negative gap scores; from these five dimensions assurance is the main source of satisfaction based on customers’ perspective; all the five dimensions have significant relationship with customer satisfaction. The output of regression shows, from the five dimensions reliability, assurance and empathy have positive effect on customer satisfaction while tangibility and responsiveness were insignificant as the result customer satisfaction is predicted by service quality by the value 58.3% based on the five dimensions of SERVQUAL model. Recommendations made also include; commercial bank of Ethiopia should make efforts to improve the physical attributes of its branches, increase the trust relationship with its customers by doing what is expected or has been promised, the bank should able to increase its endeavor to give customers what they need from branches. The employees should be polite enough to assure customers feel confident and safe. Employees should try to understand and identify with customers’ specific needs and help according to their respective need | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/26566 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | quality services | en_US |
| dc.subject | Commercial Bank of Ethiopia | en_US |
| dc.subject | Customer satisfaction | en_US |
| dc.title | Effects of Service Quality on Customer Satisfaction in Banking Service: The Case of Commercial Bank of Ethiopia | en_US |
| dc.type | Thesis | en_US |