Abstract:
Employee’s service behavior among Banker’s professionals is increasingly being
recognized as a measure that should be included in quality improvement programs because
low job satisfaction can result in increased staff turnover and absenteeism, which affects
the efficiency of Banker’s services. The main aim of this study was to assess the effect of
job satisfaction on employee’s service behavior in Commercial Bank of Ethiopia (CBE)
Branches in Ambo Town. To realize the objective of the study, the dependent variable,
namely employee’s service behavior has been measured with the help of a standardized
instrument called a questionnaire developed by Ariffin and Zailani .The independent
variable, namely intrinsic and extrinsic job satisfaction along with its twenty dimensions
was measured a standardized instrument called Minnesota satisfaction Questionnaire
and used to gather relevant primary data from a total population of 115
respondents which were selected by using a census method. Data was then analyzed
using statistical software SPSS 16 both descriptive (frequencies, percentages, means and
standard deviations) and inferential statistics (Pearson Product Moment Correlation
Coefficient and Multiple Regression) were used to analyzed the data. When the
correlation of intrinsic and extrinsic aspects of job satisfaction and employee’s service
behavior all are positive and significantly correlated, a positive significant correlation
were noted in all facets of intrinsic and extrinsic aspects of job satisfaction with
employees service behavior. Result of multiple regression showed that motivational
aspects of job satisfaction is found to be the most important predictor of employees service
behavior followed by hygiene aspects of job satisfaction. Therefore, it is recommended that
management of the Commercial Bank of Ethiopia or any interested stakeholders should
strongly strive to maintain the motivational aspects of job satisfaction, to build
creative and innovative work environment and to construct clear and concise role in the
employee’s service behavior of the commercial bank of Ethiopia
