The Effect of System Disruptions on Customer Satisfaction the Case of Bank of Abyssinia S.C
| dc.contributor.advisor | Mulatu Mebrate (PhD) | |
| dc.contributor.author | Mrihun Tilaun | |
| dc.date.accessioned | 2025-08-02T11:07:05Z | |
| dc.date.available | 2025-08-02T11:07:05Z | |
| dc.date.issued | 2024-02 | |
| dc.description.abstract | This study systematically investigated the impact of disruptions on customer satisfaction at the Bank of Abyssinia (BOA). Utilizing a mixed methods approach, the research combines quantitative data from a survey of 399 BOA customers with qualitative insights from interviews with branch managers and the IT director. The findings reveal that technical glitches, utility failures, natural disasters/adverse weather conditions, and regulatory compliance issues significantly negatively impact customer satisfaction. Collectively, these variables explain 28.3% of the variance in customer satisfaction at BOA. The study concludes that disruptions significantly affect customer satisfaction in the bank. It recommended that the Bank invest in advanced technology, improve communication during service interruptions, and foster a proactive problem-solving culture to enhance service reliability and customer satisfaction. KEY WORDS: system disruption, technical glitches, natural disasters/adverse weather conditions, and regulatory compliance issues | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/5987 | |
| dc.language.iso | en_US | |
| dc.publisher | Addis Ababa University | |
| dc.title | The Effect of System Disruptions on Customer Satisfaction the Case of Bank of Abyssinia S.C | |
| dc.type | Thesis |