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This thesis assesses service quality and customer satisfaction at Oromia International Bank S.C., emphasizing the importance of service quality for customer loyalty and retention. Utilizing the SERVQUAL model, the study identifies five dimensions of service quality and finds that overall customer perceptions of service quality are unsatisfactory, particularly in the reliability dimension. The research suggests that the bank should focus on improving service quality to enhance customer satisfaction and compe

Author

Feti Cool

Language

EN