The Effect Of Pos Service Quality On Customer Satisfaction The Case Of Commercial Bank Of Ethiopia

The purpose of this study is to investigate identify the effect of POS service quality on the customer satisfaction in the case of CBE. The research used BSQ model to investigate factors affecting customer satisfaction. Simple random sampling was used to solicit response from selected 260 respondents through questioner. The study employed correlation and multiple regression analysis after the violation tests and reliability test were conformed through the use of SPSS version 23 software. The Result showed that, there is a significant relationship between customer satisfaction and factors under the study. The regression result implies Effectiveness and assurance, Pricing and reliability were conformed there is a positive significant association with customer satisfaction. Whereas, tangibility had a significant but negative association with customer satisfaction. The study suggests the bank need to emphasize on the issue of Tangibility on the sites. It should enhance the service portfolio of POS

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