Quality Of Service Delivery And Its Impact On Customer Satisfaction In Four Selected Commercial Banks Of Addis Ababa

The aim of this study was to assess quality of service delivery and its impact on customerrnsatisfaction. It described the relationship between service quality dimensions and customerrnsatisfaction in selected commercial banks in Addis Ababa and identifies the most importantrndimension of service quality for commercial bank customers. Also, it shows the gapsrnbetween customer’s expectation and perception on the quality of service delivery system inrnthe banks. The research was carried out through the use of cross-sectional survey designrnand primarily based on data collected through structured questionnaire developed based onrnSERVQUAL instrument. Convenience sampling technique was used to select 200rnrespondents from four commercial banks. The data has been analyzed via reliabilityrnmethod, descriptive statistics, Spearman’s correlation and gap analysis. The finding showsrnthat all the five service quality dimensions are positively related with customer satisfaction.rnReliability shows the highest positive relation with customer satisfaction and tangiblesrndemonstrates the least positive relation with customer satisfaction. The result also indicatesrnthat the overall service quality perceived by consumers was not satisfactory meaningrnexpectations exceeded perceptions and all the dimensions showed higher expectations thanrnperceptions of services. This implies that the selected banks in Addis Ababa are notrnproviding the level of service quality demanded by customers. The findings suggest thatrncommercial banks need to improve all the dimensions of service quality.rnKeywords: Service quality, Customer satisfaction

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