The Effect of IFB Service Quality on Customer Satisfaction: Comparative Study Between Full-Fledged and Window Service IFB Operating Models, A Case of Awash Bank
| dc.contributor.advisor | Desalegn Amlaku(PhD) | |
| dc.contributor.author | Natnael Abera | |
| dc.date.accessioned | 2025-05-08T06:55:49Z | |
| dc.date.available | 2025-05-08T06:55:49Z | |
| dc.date.issued | 2024-05-05 | |
| dc.description.abstract | This study was conducted to identify effect of service quality of Interest free banking (IFB) operating model on satisfaction of IFB customers of Awash Bank. This effect is comparatively analyzed for customers of full-fledged windows and window-based branches. Service quality is indicated by 5 dimensions (Reliability, Assurance, Tangibility, Empathy and Responsiveness) from SERVQUAL model and compliance to Shariah Principles from CARTER model. Hence, the study has examined effect of reliability, assurance, tangibility, empathy, responsiveness and compliance to Shariah principles on customer satisfaction; comparatively for full-fledged windows and window-based branches. The study has targeted IFB customers of Awash Bank in branches in Addis Ababa and sampled 384 customers both from full-fledged branches and window-based branches. However, data was collected from 349 customers (107 customers from fully-fledged branches and 242 from window-based branches) and analyzed by using descriptive statistics and Structural Equation Model (SEM). As a procedure of SEM, this study has applied Exploratory Factor Analysis (EFA) and Conformity Factor Analysis (CFA). By applying SEM, this study identified that, on overall, reliability, assurance, tangibility, empathy, responsiveness and compliance to Shariah principles positively and significantly affects satisfaction of IFB customers of the bank. However, effect of tangibility is not significant. Further, this study identified that reliability and empathy positively and significantly affect satisfaction of IFB customers in both full-fledged branches and window-based branches. However, assurance and compliance to shariah principles significantly affect satisfaction of IFB customers in full-fledged windows. On the other hand, responsiveness significantly affects satisfaction of IFB customers in window-based branches. The difference of effect of service quality on customer satisfaction between the IFB operating models is significant for only compliance to shariah principles. Hence, IFB operating model of the bank moderates’ effect of compliance to shariah principles on customer satisfaction. Therefore, this study reveals that satisfaction of IFB customers of Awash Bank is positively affected by service quality in IFB services. | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/5433 | |
| dc.language.iso | en | |
| dc.publisher | A.A.U | |
| dc.title | The Effect of IFB Service Quality on Customer Satisfaction: Comparative Study Between Full-Fledged and Window Service IFB Operating Models, A Case of Awash Bank | |
| dc.type | Thesis |