THE EFFECT OF COMPLAIANT HANDLING PRACTICE ON CUSTOMER SATISFACTION IN THE CASE OF COMMERCIAL BANK OF ETHIOPIA’

Abstract

The aim of this study is to assess complaint handling practice of Commercial Bank of Ethiopia. The population of the study consisted of two branches customers of Commercial Bank of Ethiopia North Addis Ababa Region and employee of Commercial Bank of Ethiopia in the branches. The study uses convenient sampling technique to select the target population for questionnaire. Quantitative data were gathered through questionnaire. 199 questionnaires was distributed and 175 questionnaires have been collected, Statistical Package for Social Science (SPSS 20) software, were used to examine the data and achieve its objectives. The collected data was analyzed through descriptive statistics such as percentage, frequency; means and Standard Deviation was applied. Finally, the research finding identified the main source of complaints, assure the bank recruitment and training delivery for complaint officer are not good and enough. In addition, the bank recording keeping process of the bank was not good. Based on the findings, the study recommended that management of Commercial Bank of Ethiopia better to identify the frequent sources of complaints, to give attention to hiring and assigning the necessary staff for complaint handling and to improve the recode keeping and develop a complaint recording system.