Assessment of services quality towards customers Satisfaction: the case of commercial bank of Ethiopia North Addis Ababa district

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Addis Ababa University


The aim of this research is to asses possible effect of service quality of CBE on customer satisfaction using service quality dimensions tangibility, reliability, responsiveness, empathy and assurance. The population of this research consists of commercial bank of Ethiopia North Addis district. The Perceived service quality of the bank measurable by using 26 items SERVQUAL scale. In order to test the research structural equation modeling technique was used empirical findings of the research show that perceived service quality of the bank affect customer satisfaction directly and positively. The correlation analysis it was found that all the five service quality dimensions are positively correlated with overall customer satisfaction .The regression analysis tangibility and responsiveness found to be the most important dimension affecting customer satisfaction with the highest beta value. From this we can say that perceived service quality leads to satisfaction.


A master thesis submitted to the department of public administration and development management in partial fulfillment of the requirements for the degree of masters in public management and policy


Customer Satisfaction, Service Quality