August 5, 2023 Thesis Open Access

MATEWOS DIBISA TOKI

Dublin Core Export

<?xml version='1.0' encoding='utf-8'?>
<oai_dc:dc xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:oai_dc="http://www.openarchives.org/OAI/2.0/oai_dc/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd">
  <dc:creator>MATEWOS DIBISA TOKI</dc:creator>
  <dc:date>2023-08-05</dc:date>
  <dc:description>ADVISOR: DULA KUMERA (Ph.D CANDIDATE)

Service quality is considered very important because it leads to higher customer satisfaction and retention. Despite its importance many studies on Service quality were failed to demonstrate the link between service quality dimension practices and customer satisfaction of Bank and as well as its effects. Therefore, the general objective of the research was to examine the effect of service quality on customer satisfaction in Commercial Bank of Ethiopia Nekemte Town. The study employed explanatory research designs and also used both quantitative research and a qualitative approach. The study used primary data and the Primary data were gathered from of customers of CBE in Nekemte Town. Of total 283,008 populations, 400 sample respondents were identified using convenience sampling technique and all of the samples were participated in the study, representing 100% response rate. The researcher analyzed data by using descriptive analysis, correlation and econometric model. The questionnaire was prepared by using five dimensions of service quality; tangibility, reliability, responsiveness, assurance and empathy with five point Likert scale from “1” strongly disagree to “5” of strongly agree. In the study 400 questionnaires were distributed to customers in selected branches of Commercial Bank of Ethiopia in Nekemte town. It was found that the overall service quality perceived by consumers was satisfactory meaning all the dimensions showed higher satisfaction level. It also confirmed that there is a positive and strong correlation between the service quality and customer satisfaction. The Pearson’s’ correlation result shows that, tangibility, responsiveness and assurance have strong positive relationship with customers" satisfaction. The multiple regression analysis result of this study demonstrate that, all service quality dimensions have a positive and statistically significant effect on customer satisfaction at 95% of level of confidence (p&lt;0.05). Based on standardized beta coefficients assurance was the most influential factor influencing the customers’ satisfaction with standardized coefficient of beta 0.469 and followed empathy, responsiveness, tangibility and reliability with standardized coefficient of beta 0.225, 0.164, 0.109 and 0.064 respectively. The findings suggest that there is a need for management bodies of banks to evaluate their status of customer satisfaction constantly and work for continuous improvements. Key words: service quality, service quality dimensions, customer satisfaction, multiple regression, Bank, customer.</dc:description>
  <dc:identifier>https://zenodo.org/record/15318</dc:identifier>
  <dc:identifier>10.20372/nadre:15318</dc:identifier>
  <dc:identifier>oai:zenodo.org:15318</dc:identifier>
  <dc:relation>doi:10.20372/nadre:15317</dc:relation>
  <dc:relation>url:https://nadre.ethernet.edu.et/communities/20-25</dc:relation>
  <dc:rights>info:eu-repo/semantics/openAccess</dc:rights>
  <dc:rights>http://www.opendefinition.org/licenses/odc-by</dc:rights>
  <dc:title>EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION:  THE CASE OF COMMERCIAL BANK OF ETHIOPIA NEKEMTE  TOWN</dc:title>
  <dc:type>info:eu-repo/semantics/doctoralThesis</dc:type>
  <dc:type>publication-thesis</dc:type>
</oai_dc:dc>