Bachelor of Art
URI for this collectionhttps://rps.wku.edu.et/handle/987654321/113
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Item ASSESSMENT OF INFORMATION TECHNOLOGY ON SERVICE DELIVERY AND CUSTOMER SATSFACTION: CASE COMMERCIAL BANK OF ETHIOPIA (IN THE CASE OF WOLKITE BRANCH).(WOLKITE UNIVERSITY, 2025-08) ABAS KEDIRThe study wills a session information technology on service delivery and customer satisfaction In the case of commercial bf bank of Ethiopia at Wolkite branch. The banking industry of Ethiopia plays a crucial role for the economy of the country. As the financial institution and service sector the activities of the commercial banks mainly depend on customers. By delivering quality service customer satisfaction has become the issue of success for the banking industry. This research has considered critical literature reviews of studies which will do with related to customer satisfaction with the objective of examining quality service delivery factors and the impact on customer satisfaction. Since there is stiff competition in the banking industry of Ethiopia customer satisfaction on information technology is the means of gaining competitive advantage within the industry. And this study used a qualitative research approach with purposive sampling technique. Primary data source (questionnaire) will be used with a total sample size of 100 respondents and interview was asked from the manager of the bank. Thus to excel the service quality and to satisfy the customers the commercial banks should improve the service. Network and power interruption, lack of branches, lack of competent employees and gaps in awareness creation for the banking service to the customers in easy and understandable manner are the causes for poor service quality. Therefore, to achieve the objectives and goals the commercial banks should give appropriate solutions for the identified problems to overcome customer dissatisfaction in service quality.