THE EFFECT OF EXPORT BANKING SERVICE QUALITY ON CUSTOMER SATISFICTION: THE CASE OF ZEMEN BANK

Abstract

The main purpose of this study is to the effect of export banking service quality on customer satisfaction: the case of export customer of Zemen Bank. The study was an explanatory research design and used the quantitative research approach. The structured Likert scale based questionnaires were distributed and collected from 150 respondents selected using stratified sampling from Zemen Bank customers who engaged in export. The data was analyzed by undertaking the descriptive statistics, Pearson correlation and multiple regression analysis. All explanatory except empathy were statistically significant. Hence, all explanatory variables were found to be important factors to influence customer satisfaction in Zemen Bank. From the result the researcher reveled that assurance followed by tangibility and reliability has a significant effect on customer satisfaction. Furthermore, the results generated by Export-banking service quality dimensions explain significant variation in customer satisfaction. As a result, the researcher concludes that Export-banking service quality has positive and significant effect on customer satisfaction. Finally based on the result the researcher recommends the bank has to improve performance on all the dimensions of service quality in order to increase customer satisfaction and bringing the customers to higher level of loyalty since consumers expect more than what is being offered by other banks. This will enable Zemen bank maintain high level of competitiveness in export-banking industry.