Intellectual Capital and Its Effect on Service Quality of Commercial Bank of Ethiopia: Evidence from SNNPR District

Abstract

The main purpose of this research is to examine intellectual capital performance of listed district of commercial bank of Ethiopia and its impact on service quality. The researchers used multiple regression analysis to ascertain the extent that intellectual capital components indices affect service quality of the targeted bank district. This study adopts a deduction approach and a quantitative method as the research methodology. Empirical findings of the study showed that human and customer capital have a positive and significant effect on service quality.  However, structural capital has statistically weak relationship with service quality.

Keywords: intellectual capital, human capital, structural capital, customer capital, service quality

DOI: 10.7176/RJFA/11-3-04

Publication date: February 29^th 2020