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International Journal of Latest Research in Science and Technology

DOI:10.29111/ijlrst   ISRA Impact Factor:3.35

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ASSESSING AND IDENTIFYING FACTORS AFFECTING CUSTOMERS SATISFACTION OF COMMERCIAL BANK OF ETHIOPIA: THE CASE OF WEST SHOA ZONE (BAKO, GEDO, AMBO, GINCHI AND HOLETA)

Research Paper Open Access

International Journal of Latest Research in Science and Technology Vol.4 Issue 1, pp 96-101,Year 2015

ASSESSING AND IDENTIFYING FACTORS AFFECTING CUSTOMERS SATISFACTION OF COMMERCIAL BANK OF ETHIOPIA: THE CASE OF WEST SHOA ZONE (BAKO, GEDO, AMBO, GINCHI AND HOLETA)

Habte Tadesse Likassa Bacha Edosa AmeyaDr.O.ChandraSekhara Reddy

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Received : 11 February 2015; Accepted : 20 February 2015 ; Published : 28 February 2015

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Abstract

Customer’s satisfaction is very important for the existence of banks to be more productive and success in any organization. In business and business related areas mainly in banks still there is a problem of satisfying their customers. The main goal of this study is assessing and identifying factors that influence customer’s satisfaction in West Shoa Zone of Commercial Bank of Ethiopia. In order to meet the objective of the study questionnaire were designed for customers. By using a simple random sampling, 520 customers were drawn from the target population. Both descriptive and inferential statistics methods were used in the study. A binary logistic regression model was fitted to see the significance of factors affecting customer’s satisfaction. The data were analyzed by using SPSS Package. The result of the study reveals that the overall level of customer’s satisfaction in the study area is low (38.85%) as compared those who were not satisfied (61.15%). The result of study showed that all most all factors included in the study were significantly associated with customer’s satisfaction. Thus, it can be concluded that based on the comparison of branches on their customers satisfaction by using odd ratio customers who were using Ambo and Bako are less satisfied as compared to customers who were in Holeta branch. Additionally, Customers who were in Ginchi and Gedo were more satisfied than that of customers who were in Holeta. Since the level of customer’s satisfaction was low in the study area, it is more advisable and recommended for concerned body to work cooperatively in maximizing satisfaction of their customers.

Key Words   
Customers, satisfaction, Binary Logistic, complain handling process and waiting time

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References
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To cite this article

Habte Tadesse Likassa Bacha Edosa AmeyaDr.O.ChandraSekhara Reddy , " Assessing And Identifying Factors Affecting Customers Satisfaction Of Commercial Bank Of Ethiopia: The Case Of West Shoa Zone (bako, Gedo, Ambo, Ginchi And Holeta) ", International Journal of Latest Research in Science and Technology . Vol. 4, Issue 1, pp 96-101 , 2015

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