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Service Quality & Customer Satisfaction at Abay Bank by Feti Cool is a document available to read on EtoBox.
What is Service Quality & Customer Satisfaction at Abay Bank about?
This thesis by Amelework Zeleke investigates the impact of service quality on customer satisfaction at Abay Bank Share Company in Addis Ababa. The study utilizes a sample of 200 customers and employs statistical analysis to reveal that four out of five service quality dimensions—tangibility, assurance, empathy, and responsiveness—positively correlate with customer satisfaction, while reliability does not show a significant relationship. The findings underscore the importance of service quality in enhancing
- Author
- Feti Cool
- Language
- EN