Год выпуска: 2013 Автор: Tizazu Kassa and Sindu Kassa Издательство: LAP Lambert Academic Publishing Страниц: 84 ISBN: 9783659493232
Описание
This study examined customer service quality and its effect on customer satisfaction in commercial bank of Ethiopia at Ambo branch. The study was conducted at one branch. The five service quality dimensions were used to measure the service quality of the bank. The researcher collected data through questionnaire. The respondents were selected through simple random sampling method and the data was analyzed using statistical tools such as mean, standard deviation, correlation and multiple regressions. The findings of this study indicate that the four service quality dimensions (tangibility, empathy, assurance and reliability) have positive and significant effect on customer satisfaction. However, responsiveness has a negative and insignificant effect on customer satisfaction. Providing superior service quality is very crucial for the success and growth of the bank. That means, if the bank provide superior service quality to customers, the customers will be satisfied, if they are...
