Assessment of Customer Satisfaction and Service Quality in KIFIYA FINANCIAL TECHNOLOGY P.L.C. A Case study of three selected branches

Abstract

The research was conducted to assess the service quality and customer satisfaction on the kifiya financial technology plc. The parameters used to assess the satisfaction level of customer were service quality determinants. To attain the objective, the study utilized quantitative data types. Quantitative methods like regression and correlation were used to show the relationship between dependent and independent variables. To execute the research objective three branches from 31 kifiya lehulu centers located in Addis Ababa were selected using simple random sampling. The survey questions were developed and 150 respondents were selected by using one of non probability sampling called purposive sampling and the selected respondents asked to rate their level of satisfaction across the parameters identified. The study mainly used descriptive research design; primary and secondary data were used for conducting the study. After data collection, the collected data was analyzed using frequency, means, regression and correlation on SPSS 20 and Microsoft Excel software packages. The data is then organized, tabulated, depicted and described in a way that can attain the objective of the study. Finally, the finding of the study uncovered that kifiya financial technology plc. Customers somewhat are not satisfied with the service delivery. Based on the finding of the study, recommendations have been forwarded to improve the customer satisfaction level of the company customers.