Practices Of Quality Service Delivery And Customer Satisfaction In Cooperative Bank Of Oromia: In Case Of Bishoftu, Town, Ethiopia

Abstract

The aim of this study is to examine the examine the practices of quality service delivery and customer satisfaction. It describes practices of quality service delivery and customer satisfaction in selected branches of the Co-operative Bank of Oromia in Bishoftu and identifies the most important dimension of service quality for bank customers. It is on this basis that this study sought to find out the practices of quality service delivery and customer satisfaction. The research was carried out through the use of a descriptive research design. To achieve the objectives of this study, data was collected through a questionnaire from a sample of 396 bank customers. These respondents were selected using a simple random sampling method. The data collected from the questionnaire were analyzed using statistical tools such as means, standard deviations, frequencies, and percentages. The results of this study indicate that, except for tangibility, the four service quality Dimensions (responsiveness, assurance, empathy, and reliability) have negative and significant relationship with the customer is not satisfaction. The findings of this study also indicate that Customers were most satisfied with the assurance dimensions of service quality. On the On the contrary, customers were less satisfied with the reliability and empathy dimensions of service quality. The results also indicate that, unlike tangibility, the four service quality dimensions(responsiveness, empathy, assurance, and reliability) have negative and significant impacts on quality service delivery and customer satisfaction. Furthermore, the service quality dimensions (responsiveness, reliability, assurance, and empathy)imply that the selected branches of CBO in Bishoftu are not providing the level of quality service demanded by customers .The findings suggest that the CBO needs to improve all dimensions of service quality. Based on the findings of the study, the researcher forwards some recommendations to the bank management and suggestions for other researchers