The impact of quality service delivery on customer satisfaction: in the case of selected commercial banks in Ethiopia under Addis Ababa district branches.
| dc.contributor.advisor | Tilahun, Teklu (PhD) | |
| dc.contributor.author | Bekalu, Gesese | |
| dc.date.accessioned | 2020-02-26T15:39:25Z | |
| dc.date.accessioned | 2023-11-04T09:36:42Z | |
| dc.date.available | 2020-02-26T15:39:25Z | |
| dc.date.available | 2023-11-04T09:36:42Z | |
| dc.date.issued | 2019-12 | |
| dc.description | A thesis submitted to Addis Ababa University, college of business and economics department of management in requirements for master of business administration (MBA) | en_US |
| dc.description.abstract | The banking industry of Ethiopia plays a crucial role for the economy of the country. As the financial institution and service sector the activities of the commercial banks mainly depend on customers. By delivering quality service customer satisfaction has become the issue of success for the banking industry. This research has considered critical literature reviews of studies which were done with related to customer satisfaction with the objective of examining quality service delivery factors and the impact on customer satisfaction. Since there is stiff competition in the banking industry of Ethiopia; customer satisfaction is the means of gaining competitive advantage within the industry. And this study used a quantitative research approach with purposive sampling technique to select two private and one public bank out of eighteen banks in the industry. Primary data source (questionnaire) was used with a total sample size of 400 respondents. For this study the dependent variable is customer satisfaction whereas the independent variables are; technology, bank accessibility, employee competency, internal processes and office layout. And the questionnaire data which was collected by using likert scale was analyzed by using descriptive and inferential statistics (ANOVA, correlation and multiple linear regression models). ANOVA was used to test the relationship between demographic characteristics and customer satisfaction and the result showed that there is a relationship between (age and level of education) and customer satisfaction. And based on the regression analysis, there is insignificant (weak) relationship between technology and customer satisfaction. On the other hand, there is significant impact between four explanatory variables (bank accessibility, employee competency, internal processes and office layout) and customer satisfaction in service quality of both public and private banks. Thus to excel the service quality and to satisfy the customers the commercial banks should improve the service. Network and power interruption, lack of competent employees and gaps in awareness creation for the banking service to the customers in easy and understandable manner are the causes for poor service quality. Therefore, to achieve the objectives and goals the commercial banks should give appropriate solutions for the identified problems to overcome customer dissatisfaction in service quality. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/20761 | |
| dc.language.iso | en | en_US |
| dc.publisher | A.A.U. | en_US |
| dc.subject | Customer Satisfaction | en_US |
| dc.subject | Service Deliver | en_US |
| dc.subject | Service Gap | en_US |
| dc.subject | Quality Service | en_US |
| dc.title | The impact of quality service delivery on customer satisfaction: in the case of selected commercial banks in Ethiopia under Addis Ababa district branches. | en_US |
| dc.type | Thesis | en_US |