Service Quality Dimension effect on Customer Satisfaction:

A case study of banking Industry in Ethiopia

Abstract

This study investigated the influence of service quality dimensions on customer satisfaction: empirical evidence from banking Industry in Ethiopia. Descriptive research design method was used to address the intended research question using 384 usable sample. The findings indicated that service reliability has significant influence on customer satisfaction with bank services. Whereas, service assurance; tangibility; empathy of service responsiveness had a significant and positive influence on customer satisfaction. The study recommended that banks should continue to pay more attention to service reliability and Tangibility by providing efficient services to their customers as well as focuses on the physical facilities, modernity of equipment and appearance of the personnel. The study also recommended that banks should invest more on their service quality dimensions especially being empathetic to their customers. Also, workers should be very attentive to their customers in order to increase customers’ satisfaction.