May 15, 2025 Journal article Open Access

Dirbeba Lemma Garedew

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  <dc:creator>Dirbeba Lemma Garedew</dc:creator>
  <dc:date>2025-05-15</dc:date>
  <dc:description>Due to the economy's large growth in the service sector, there is fierce rivalry in this field. In Ethiopia, the banking sector is one of the most important service industries, and it is highly competitive. So the main objective of this study would be to assess the effect of service quality on customer satisfaction in Siinqee Bank North Shoa district selected (Fiche, Degam, and G/Guracha) branches and to investigate the effect of service quality dimensions on customer satisfaction under the study area. A conceptual model of service quality dimensions would be developed. Data for this study would be collected from the North Shoa district selected (Fiche, Degam, and G/Guracha) branches, to achieve the goals of the study, a questionnaire based on the five service quality dimension model would be developed. Stratified sampling techniques would be used to choose the samples, which consist of 380 individuals. This study would utilize the quantitative and qualitative research design as well as primary and secondary data. The primary data analysis would be conducted using SPSS software version 27 and the Ended questionnaire would be analyzed by NVivo software version 12. The study also used correlation and multiple regression to show the relationship of service quality variables to customer satisfaction. Correlation analysis indicates that there is a positive relationship between each service quality variable with customer satisfaction. Conversely, though, multiple regression shows that there was a strong positive effect on customer satisfaction from the four service quality variables (tangibility, reliability, responsiveness, and empathy). While assurance hurts customer satisfaction. Among the five service quality variables empathy had a very strong correlation with customer satisfaction. In general, the research findings showed that the performance of service quality of Siinqee Bank didn’t fully satisfy the customer's needs. So, this leads to low customer satisfaction. In light of this, the study recommended that the bank train its front-line staff, set up a procedure for managing complaints, and Simplify and streamline banking processes to reduce complexity and frustration for customers.</dc:description>
  <dc:identifier>https://zenodo.org/record/7237</dc:identifier>
  <dc:identifier>10.20372/nadre:7237</dc:identifier>
  <dc:identifier>oai:zenodo.org:7237</dc:identifier>
  <dc:relation>doi:10.20372/nadre:7236</dc:relation>
  <dc:rights>info:eu-repo/semantics/openAccess</dc:rights>
  <dc:rights>http://www.opendefinition.org/licenses/cc-by</dc:rights>
  <dc:title>THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: THE CASE OF SIINQEE BANK, THREE SELECTED BRANCHES (FICHE, DEGAM, AND GERBA GURACHA).</dc:title>
  <dc:type>info:eu-repo/semantics/article</dc:type>
  <dc:type>publication-article</dc:type>
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