Assessing the Impact of Core Banking and Service Quality on Customer Satisfaction in Commercial Bank of Ethiopia (A case of Bishofftu Branch)

Abstract

This research project focuses on identifying the impacts of core banking and service quality on customer satisfaction in commercial bank of Ethiopia Bishoftu branch. The main objective of this project is to assess the impact of core banking and services quality on customer satisfaction in commercial bank of Ethiopia. A sample of 220 customers was selected using stratified sampling technique, and among these 200 was considered. For the purpose of the study primary data were collected using likert scale based questionnaire. And the data was analyzed using descriptive statistics and inferential statistics. The result of this study shows that, there was significant relationship between all service quality dimension and customer satisfaction in commercial bank of Ethiopia. At the same time, there was significant relationship between core banking and customer satisfaction. The three service quality dimension (reliability, assurance, empathy) have positive and significant impact on customer satisfaction at the bank. However, the rest two dimensions (responsiveness and tangibility) have no impact on customer satisfaction Core banking also have positive and significant impact on customer satisfaction. Based on these, it is recommended that the bank should work more on the two service quality dimension (reliability and empathy) to enhance customer satisfaction.