The Effect of Service Quality on Customer Satisfaction in The Case of Bunna Bank S.C
| dc.contributor.advisor | Demeke Chimdessa | |
| dc.contributor.author | Alemnew Fenta | |
| dc.date.accessioned | 2025-03-06T13:43:16Z | |
| dc.date.available | 2025-03-06T13:43:16Z | |
| dc.date.issued | 2024-05-05 | |
| dc.description.abstract | This study looked at the link between overall service quality and customer satisfaction at Bunna Bank (BB) at the chosen branches and the gap between customer perception and expectations on service dimensions. Customers of Bunna Bank S.C. at four specific Addis Ababa branches made up the respondents. 150 BB customer respondents completed a selfadministered questionnaire to collect primary data. We then selected 150 valid questionnaires using a stratified random sample technique for statistical analysis. IBM SPSS version 25 was used to process the data, and descriptive statistics (such as frequencies, percentages, mean scores, pie charts, and bar graphs), as well as chi-square testing, binary logistic regression analysis, and Spearman correlation analysis, were used to evaluate the results. This study looked at how aspects of service quality impacted customer satisfaction at Bunna Bank in Addis Abeba. The characteristics of service quality were assurance, responsiveness, empathy, tangibility, and dependability. At the 5% significance level, the findings demonstrated that every aspect of service quality had a favorable and substantial influence on customer satisfaction. The survey also revealed that clients were pleased with the bank's physical spaces, prompt and accurate service, polite and informed employees, and personalized attention. The study included suggestions for future research paths as well as recommendations for the bank's management to enhance customer happiness and service quality. | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/4879 | |
| dc.language.iso | en | |
| dc.publisher | A.A.U | |
| dc.title | The Effect of Service Quality on Customer Satisfaction in The Case of Bunna Bank S.C | |
| dc.type | Thesis |