PRESENTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE DEGREE OF MASTERS OF ART IN MARKETING MANAGEMENT

Abstract

Banks are in the process of moving into a more competitive financial atmosphere, with a wide variety of financial products /services. A key way to building a strong competitive position can be achieved through emphasizing on the importance of services, particularly in maintaining service quality. This success can be attributed in large measure to the superior quality of services that commercial banks have been able to provide. The main focus of this study was to assess the customer satisfaction level as related to service quality of Commercial Bank of Ethiopia. This research was conducted in the Commercial Bank of Ethiopia‗s service focusing on Addis Ababa due to the research limitation which was related to its time, resources and others. Thus, the questioner was developed based on based on the service quality dimension. A total number of 206 questioners were distributed and data was collected from 189 respondents