Service Delivery Toward Customer’s Satisfaction: Commercial Bank of Michille Branch, Dilla Town, Southern Ethiopia

Abstract

The Study was conducted in Commercial bank of Ethiopia, Michille branch, Dilla Town.The major aim of the study was to assess the nature of service delivery towards customer’s satisfaction in the selected bank because  Customer satisfaction is essential for the success of service firms like Commercial bank of Ethiopia. The service delivery has become an aspect of customer satisfaction. Day by day it has been proven that service delivery quality is related to customer’s real satisfaction. This study endeavors to discover the impact of service delivery towards customer satisfaction in Commercial Bank of Ethiopia, Michille Branch, Dilla Town. Five dimensions such as in service quality tangibility, reliability, responsiveness, empathy, and assurance were considered as the base for this study. Structured questionnaire and interview has been used to collect the data survey. The sample size was 100 and the data has been analyzed by using Excel program to include pie-charts, tables, graphs, percentages. The study has a significance in terms of service quality dimensions which is crucial for customer satisfaction in public/Governmental commercial banking sector in Ethiopia in general and in Michille bank in particular. The finding of the study shows that about 85 percent respondents are satisfied with Michille Bank service delivery, so that the respondents confirm that they  will  wait  and see for changes of the  study  bank  (Michille Bank)  rather  than  they  move  to  other  banks.

Keywords: Commercial bank of michille; service delivery; customers’ satisfaction; Southern Ethiopia.

DOI: 10.7176/RJFA/12-15-04

Publication date:August 31^st 2021