ASSESEMENT ON LEVEL OF CUSTOMERS SATISFACTION WITH THE QUALITY OF SERVICES AT COMMERCIAL BANK OF ETHIOPIA

Abstract

This study tries to asses’ customers’ satisfaction with quality of services at Commercial Bank of Ethiopia (CBE). Currently with the competition of commercial banks, banks are recognized the importance of customer centered philosophies. One of the key challenges of them is how they manage service quality, which seizes an immense significance to customer satisfaction. The purpose of this research was to increase a better understanding of the service quality dimensions that affect customer satisfaction in case of CBE. Based on literatures, customers’ perceptions were analyzed. The research was mainly based on data, collected from CBE customers in Addis Ababa city branches. Required data was collected through likert scale based questionnaire and interview. Collected data was analyzed by using SPSS 16.0. A result indicates that, there is moderate customer’s satisfaction with the service of CBE. Findings and conclusions were drawn with the appropriate recommendations by answering the research questions.