DETERMINANTS OF CUSTOMERS SATISFACTION ON SERVICE OF COMMERCIAL BANK OF ETHIOPIA: IN CASE OF WOLKITE UNIVERSITY

Abstract

Customer satisfaction is the customer’s feeling that a product/service has met or exceeded his/her expectations. This study attempted to investigate the factors that determine Customer Satisfaction on Service of Commercial Bank of Ethiopia in Wolkite University. The main objective of this study was to identify determinants of Customer Satisfaction on Service of Commercial Bank of Ethiopia. In this study a random sample of 150 respondents were selected by using simple random sampling technique. The data were collected by using a well-designed questionnaire and analyzed using SPSS version 20. The statistical methods that are, used in this study were descriptive statistics like frequency table, graph and inferential statistics like chi square test and binary logistic regression. From the study 84.0% of the Customers are satisfied and 16.0% of the Customers Are Not Satisfied. The chi square test of association showed variables such as Availability of connection, Availability of modern equipment, Reliability, Speed of service and Knowledge have association with customer satisfaction at 5% level of significance. The conclusion of this study were drown using binary logistic regression as factors like availability of connection, reliability, knowledge of employees are major of causes of customer satisfaction and it is recommended as the that concerning body should have to decreases this effects of the identified factor by using appropriate strategies that can increase customer satisfaction