The Effect Of Service Quality On Customer Satisfaction: The Case Of Commercial Nominees Branches
| dc.contributor.advisor | Yohannes, Workaferahu (PhD) | |
| dc.contributor.author | Abinet, Tsegaab | |
| dc.date.accessioned | 2020-08-27T09:27:27Z | |
| dc.date.accessioned | 2023-11-04T09:37:47Z | |
| dc.date.available | 2020-08-27T09:27:27Z | |
| dc.date.available | 2023-11-04T09:37:47Z | |
| dc.date.issued | 2020-06 | |
| dc.description | A Thesis Submitted to College of Business and Economics Department of Management, Addis Ababa University, in Partial Fulfillment of the Requirements for the Degree of Masters of Science in Management | en_US |
| dc.description.abstract | The main purpose of this study is to investigate the effect of service quality on customer satisfaction. In addition it tries to measure customer satisfaction and the quality of service offered by Commercial Nominees branches .The five dimensions of SERVPERF model i.e. tangibility, reliability, responsiveness; assurance and empathy were used to measure the quality of service offered by Commercial Nominees branches. In order to answer raised research questions, both primary and secondary sources of data were used. The primary data were collected through collecting questionnaire. Probabilistic sampling procedure was used to obtain 155 responses from customer of Commercial Nominees who visited the companies selected district branches recently. Descriptive statistics such as frequency, mean and standard deviation techniques are applied to analyze background information of respondents. Respondents’ perception on service quality and satisfaction as well as relationship between service quality dimensions and customers satisfaction are also analyzed under descriptive statistics. Besides, regression analysis technique is applied to investigate the impacts of service quality dimensions on customer satisfaction. Therefore, service quality has a positive and significant effect on customer satisfaction .The correlation results indicate that there is a positive correlation between the dimensions of service quality and customer satisfaction. The research proves that reliability, responsiveness and assurance play the most important role in customer satisfaction level and CN Branches can improve their service by focusing on reliability, responsiveness and assurance of service quality dimensions. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/22162 | |
| dc.language.iso | en | en_US |
| dc.publisher | A.A.U | en_US |
| dc.subject | Customer Satisfaction | en_US |
| dc.subject | Service Quality | en_US |
| dc.title | The Effect Of Service Quality On Customer Satisfaction: The Case Of Commercial Nominees Branches | en_US |
| dc.type | Thesis | en_US |