The Influence of Quality Service Delivery on Customer Satisfaction: The Case of Ethiopian Commodity Exchange

Abstract

This research examined the influence of service quality on customer satisfaction in Ethiopian Commodity Exchange in Addis Ababa city. To achieve the objectives of this study, data was collected through questionnaire from a Sample of 201 customers. These respondents were selected using convenience sampling method. The data collected from both primary source of data and secondary source of data and also the study uses quantitative method approach. The researcher has designed both Descriptive and explanatory research design. The questionnaire was analyzed using Statistical tools such as mean, for descriptive statistics, and Pearson correlation and regression analysis. The finding shows that all the five service quality dimensions (Empathy, Assurance, Reliability, Responsiveness and Tangibility) are highly correlated with customer satisfaction. The results of this study indicate that, the five service quality dimensions (tangibility, assurance, empathy and responsiveness) have positive and significant relationship with customer satisfaction. The finding also indicates that customers were most satisfied with the responsiveness dimensions of service quality. Based on the findings of the study, the researcher forwards some recommendations to the ECX management and suggestions for other researchers.