Assessment Of Service Quality And Customer Satisfaction In Commercial Bank Of Ethiopia: Study On Dire Dawa City Administration

The study generally tries to assess the service quality and customer satisfaction at Commercial Bank of Ethiopia based on the literature discussed and customer’s participations were analyzed. The research question lies in each of service quality examinations that has a significant and positive effect on Customer satisfaction. In this study both primary and secondary sources of data were employed to gather the necessary information among the organization & Structured questionnaire was used as a research tool for collecting data. This study had employed descriptive research design in its process, descriptive statistics such as mean, standard deviation, percentage and frequencies were employed. The researcher had adopted cross-sectional data collection using quantitative technique. The research used mainly data collected from CBE customers in Dire Dawa city administration branches. Required data was collected through Likert scale based questionnaire. Collected data was analyzed by using SPSS 20.0. Version The result indicates that, even though the customers were satisfied by the service provided by the bank, but steel there is a gap in providing quality service at Commercial Bank of Ethiopia. In order to fill this gap the researcher recommend that the bank should have to improve the quality of service provided more than it is practiced now and this in turn improves the prospects for the company in efforts to attract new customers and increase market share.