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Ron Ventura at Mitchell Memorial Hospital. Cespedes Heide Abelli. Published: June 28, Gary P. Pisano Vicki L. Published: November 09, John J. Published: December 15, The best teams and organizations don't just recover from setbacks; they purposefully learn from them to better serve their customers.
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Related Products. Benefit from Further Vector Products:. Developing and testing ECUs and entire networks on highest level. Sharp, and to enhance their performance and profitability Hackl et al. Tsegay and Shifera banking sector is considered as main recipient in recent economic upturn. The birth of modern banking trace back to the imperial era, Bank of Abyssinia being the first modern bank in Ethiopia.
To summarize the history of modern banking in different era; during the imperial era different banks were allowed to function in the country i. Only three government owned banks; the National bank of Ethiopia, the Commercial bank of Ethiopia and Agricultural and Industrial Development bank were running in the banking sector.
A new era began after , when EPRDF came in to power and allowed private ownership through licensing and supervision of banking business proclamation No. Immediately after the enactment of the proclamation private banks began to thrive highly. Currently, after entry of private banks in Ethiopia, banks are fighting with each other to gain the maximum possible slice of the market share. However, despite its huge investment and long years of existence in the banking operation, the bank is still criticized for its low level of performance and categorized under the lower level of banks category in the industry.
For this reason, the researcher is motivated to investigate the effect of service quality delivery and customer satisfaction with reference to the bank under consideration. Service quality and customer satisfaction have been proven from past researches to be positively related Baker-Prewitt, ; Kuo, ; Gera, but no study had tested the service quality dimensions directly to see if it is related to customer satisfaction, thus, there is a need to test the direct relationship between each of the service quality dimensions and customer satisfaction.
Know days in Ethiopia, in addition to Central bank, there are three state owned and sixteen private banks Birritu, According to Rashid Al Karim the combination of tangibility, reliability, responsiveness, assurance and empathy together has significant effect on customer satisfaction. Banks in Ethiopia are not exceptional.
Therefore, conducting this research on the case bank will fill the existing empirical literature gap for the next significant researches. Being one actor in the industry, construction and business bank has been in a reformation program to adopt new technology and increase the number of branches to facilitate the service and meet its objectives through delivering its services to the customers in the market of a strong competition.
Hence, this activity perhaps has brought changes in customer satisfaction for the bank. Although construction and business bank has made a great investment to increase its performance in the industry, annual reports of the bank revealed that the performance of the bank is not as expected.
Therefore, to tackle the aforementioned situation, a study on the effect of delivering service quality on satisfying customer with reference to the case company can be a fruitful empirical work.
Hence, the study will investigate the effect of an independent variables, tangibles, reliability, assurance, responsiveness and empathy on the dependent customer satisfaction of the case bank. Scope of the study This study is mainly focused on examining the effect relationship between the service quality and its impact on customer satisfaction.
The independent variables of the study are; tangibles, reliability, responsiveness, assurance and empathy with the identified dependent variable; customer satisfaction. This study is limited to investigate the relationship between the service quality and its impact on customer satisfaction by taking the two branches of construction and business bank in adama. Significance of the study Implementation of service quality delivery in the banks would be the stage for building a good partnership with customers which consequently leads to services development and improvement.
Conducting this study on public bank like the case bank is important because it helps to provide relevant information for decision makers of the Banks. Furthermore, the findings of this study are significant for the following reasons. Therefore, in this study, each independent variables and a dependent variable will be reviewed on previous studies that are related to this topic.
According to Dr Norzaidi , the selection of variables in a study must have the characteristics that can be measured and it is important especially when creating and designing a questionnaire. Theoretical framework must demonstrate an understanding of theories and concepts that are relevant to the topic of research paper. You want to study, get ready for exams, pass them, and still have time to socialize and gain hands-on experience.
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Sajeed Alam. Kiranvir Bhangu. Areeba Imtiaz HUssain. Alexandre Lobo Filho. Saiprasad Sale.
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