The Impact Of Nonverbal Communication Of Employees On Customer Satisfaction; The Case Of Commercial Bank Of Ethiopia
| dc.contributor.advisor | Andualem, Getie (PhD) | |
| dc.contributor.author | Endawoke, Abebe | |
| dc.date.accessioned | 2019-03-25T06:54:35Z | |
| dc.date.accessioned | 2023-11-04T14:07:38Z | |
| dc.date.available | 2019-03-25T06:54:35Z | |
| dc.date.available | 2023-11-04T14:07:38Z | |
| dc.date.issued | 2018-11-12 | |
| dc.description.abstract | Customer satisfaction has become an essence of success in today’s highly competitive world. In service industry communication is vital to determine customer satisfaction. The purpose of the study is to assess the impact of nonverbal communication of employees on customer satisfaction. Primary data like questionnaires and secondary data were used for this study. Convenience sampling technique was used to distribute and collect the questionnaire. Correlation and multiple regression analysis were implemented for presentation and interpretation of the findings. The total of 314 Commercial Bank of Ethiopia customers participated in this study. Four dimensions of nonverbal communication (kinesics paralanguage, proxemics, and physical appearance) were identified. The results of the study showed that nonverbal communication has a positive and significant impact on customer satisfaction. The finding indicated that kinesics is the most important nonverbal communication dimension followed by paralanguage which have positive and significant impact on customer satisfaction. It is highly hoped that the information found from this study assist service providers to understand better about the importance of nonverbal communication and its impact on customer satisfaction. The organizations should give emphasis to nonverbal communications of employees to maintain and improve customer satisfaction. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/17156 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | Nonverbal communication | en_US |
| dc.subject | dimensions of nonverbal communication | en_US |
| dc.subject | kinesics | en_US |
| dc.title | The Impact Of Nonverbal Communication Of Employees On Customer Satisfaction; The Case Of Commercial Bank Of Ethiopia | en_US |
| dc.type | Thesis | en_US |