Assessing the effect of Core Banking and Service Quality on Customer Satisfaction in Commercial Bank of Ethiopia: (A Study on Selected Branchesof AddisAbaba District)

Abstract

This research project focuses on identifying the effects of core banking and service quality on customer satisfaction in commercial bank of Ethiopia in the selected branches. The main objective of this project is to assess the effect of core banking and services quality on customer satisfaction in commercial bank of Ethiopia. The research has been analayzed through both descriptive and explanatory form of research design to provide solutions to the research problems. the population of the study were all customers of CBE who received different service from commercial bank of Ethiopia Addis Ababa branches and convenience sampling technique ehas been used to select 200 respondents from the population, For the purpose of the study primary data were collected by using likert scale based questionnaire. And the data were analyzed using descriptive 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