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THE IMPACT OF SERVICE QUALITY ON CUSTOMERS` SATISFACTION MEDIATING AND LOYALTY: THE CASE OF COMMERCIALBANK OF ETHIOPIA, MEHAL MEDA BRANCH

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dc.contributor.author TAMIRU, ASSEGIDE GIZAW
dc.date.accessioned 2022-03-11T13:51:01Z
dc.date.available 2022-03-11T13:51:01Z
dc.date.issued 2021-06
dc.identifier.uri http://etd.dbu.edu.et:80/handle/123456789/902
dc.description.abstract This study were conducted on the impact of quality service on customers’ satisfaction mediating and loyalty in one selected branch bank found under CBE, MehalMeda branch. Since, BANKSERV model was especially developed to examine the services quality of banking sector; researchers were selected this model to extensively test retail banking industry. The next study was measured customer services quality and its relation with customer satisfaction and loyalty in the selected branch bank. In addition to this cross sectional Survey method were used as the research method of the study. The sample consists of 392 respondents’ selected based on stratified sampling procedure. The dimensions of the study were reliability, responsiveness, assurance, empathy and tangibility.Study data will collect using self-administration. I used five dimensions of the BANKSERV model. I was used both Correlation and multiple regressions to investigate the relationship between dependent and independent variables. en_US
dc.language.iso en en_US
dc.title THE IMPACT OF SERVICE QUALITY ON CUSTOMERS` SATISFACTION MEDIATING AND LOYALTY: THE CASE OF COMMERCIALBANK OF ETHIOPIA, MEHAL MEDA BRANCH en_US
dc.type Thesis en_US


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