Assessment of service quality and customers satisfaction in Commercial Bank of Ethiopia: case study Arada Ghiorgies branch

Now a days most companies are adopting almost the same kind of technology and other resources. the only option the organizations have in differentiating their from their competitors in highly dependent on the given service. In addition to that differentiating is very difficult in a service giving industry like hotel, hospital, bank and so on. The main objective of this study is to evaluate the service quality and customer satisfaction in case of CBE arada ghiorgies branch: the study discuss the key aspects of service quality and customer satisfaction. Even if the bank provides different service, the research addressed loan account, saving account, current account, foreign remittance and card banking that is given by the bank as apart of methodology for collecting this information descriptive sampling techniques was conducted. The questioners has been distributed to the selected group of customers, among 160 customer quaternaries only 112 were collected and out of 30 employees questioner only 26 were returned. Based on this finding the conclusion is reached and recommendation was made based on area that the bank provides its services to the customer.