| Abstract: | The main objective of this study was examine the effect of service quality on customer satisfaction
in case of Awash Bank and focus on five independent variables such as tangibility, reliability,
responsiveness, assurance and empathy and also customer satisfaction as dependent variable.
in this study convenience sampling technique was utilized. In addition, this study used
explanatory and descriptive research design and quantitative approach was utilized. Both
primary and secondary data is used as a source. In this study the researcher was used 122
respondents as a sample from 15,760 the target population. In this study, the researcher was
used questionnaire as the data collection instrument for five Likert scale method. The data
analysis conducted through statistical techniques such as descriptive and inferential statistics
by using SPSS. The result revealed that customer expectation greater than the actual perception
on the service delivery at the selected banks. From the data collected and result of the analysis,
the study indicates that the five dimensions of service quality are positive and significant
relationship with overall customer satisfaction. In addition, for this, the bank advised to give
strong emphasis to all the service quality dimensions in maintaining and improving the service
quality the bank provides. |
