| Abstract: | Service quality and customer satisfaction has increasingly been identified as key factors for
influencing Point of sale machine customers for their being loyal to the bank. The main aim of
this study is to examine the effect of Point of sales machine service quality on customer
satisfaction in CBE by selecting five branches of South Addis Ababa district. The study adopted
E-SERVQUAL model measurement dimensions comprising of seven dimensions (Reliability,
Responsiveness, Security, Efficiency, fulfillment, Assurance and Empathy) by using primarily
quantitative data. And also the study used Descriptive, Correlation, Regression and ANOVA
analysis Via SPSS.The regression finding revealed that Security, Responsiveness, Empathy and
Efficiency are statistical significant whereas Reliability, Assurance and Fulfillment are statistical
insignificant. The correlation finding shows that the variables of Empathy, Responsiveness,
fulfillment and Reliability have strong positively association with overall customer satisfaction.
The other dimensions ofprivacy, assurance and efficiency have a positive moderate relationship
with customer satisfaction. Moreover,the descriptive analysis showed that based on the
computed mean scores efficiency andsecurity are the most dominant service quality dimensions.
Thus,the study concludes thatto improve the service quality of POS of the bank leads to enhance
its competition by paying much more attention to satisfying customer’s needs. Finally, the study
recommends that the management of CBE should give more emphasis on customer’s satisfaction
in order to sustain the profitability of the bank by improving the service quality dimensions |
