Customer service Quality and its effect on customer satisfaction


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  • Product Description

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 satisfied with the service of the bank, they will be loyal customers of the bank. Therefore, the bank should provide superior quality service to customers in order to achieve its goals.

Product Specifications
SKU :COC64681
AuthorTizazu Kassa and Sindu Kassa
Number of Pages84
Publishing Year2013-11-30T00:00:00.000
Edition1 st
Book TypeSales & marketing
Country of ManufactureIndia
Product BrandLAP LAMBERT Academic Publishing
Product Packaging InfoBox
In The Box1 Piece
Product First Available On ClickOnCare.com2015-07-08 00:00:00
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