https://repository.ju.edu.et//handle/123456789/130 Thu, 09 Apr 2026 16:26:17 GMT 2026-04-09T16:26:17Z https://repository.ju.edu.et//handle/123456789/9110 The Effect of Service Quality g a p on Customer Satisfaction: The Case of awash bank Hika Bulti Terefe; Yibeltal Ayalew; Dawit Mekonin This research aims to investigate the effect of service quality gap on customer satisfaction in Awash bank S.c. To achieve the objectives of this study, data was collected through questionnaire from a sample of 336 customer of the bank. The study adopted an explanatory research design and quantitative research approach. Also, the study used data collected from customers of Awash bank in Jimma city. More specifically, descriptive and inferential statistics were employed to analyze the effect of independent variables on dependent variable. The collected data was analyzed with the help of SPSS version 23. The finding of the analysis was observed that there is a direct and positive relationship between Service quality and customer satisfaction which means that service quality is directly proportional to customer satisfaction. Based on this, in order to improve performance of the bank, the researcher suggested that, to make continuous follow up regarding the effectiveness of the service quality, better network size and proper technical functioning (accessibility and usability), and fulfillment of promises, security features of the products like stronger passwords that are not easily breakable. Sat, 01 Jul 2023 00:00:00 GMT https://repository.ju.edu.et//handle/123456789/9110 2023-07-01T00:00:00Z https://repository.ju.edu.et//handle/123456789/9107 The effect of service quality on customer loyalty: evidence from commercial bank of Ethiopia in Jimma city Elias Fekadu; Tadele Mengesha; Misganu Bacha Service quality has attracted major attention of academic researches as well as marketers over the recent years due to its significant role in business performance and maintenance of customer loyalty. Delivering highest service quality and maintaining customer loyalty are the focus area of every business organization. In order to be competitive and profitable in the banking industry, the bank should offer premium quality services to its customers in order to maintain loyalty; also they should obtain a mechanism to attach importance to customer loyalty. The objective of this study was examined the effect of service quality on customer loyalty of commercial bank of Ethiopia in jimma city. To achieve this objective, the study adopted an explanatory research design and quantitative research approach. Also, the study used data collected from customers of commercial bank of Ethiopia in Jimma city. More specifically, descriptive and multiple regression analysis were employed to analyze the effect of independent variables on dependent variable. Primary data was collected by survey questionnaire from 344 sampled bank customers as source. Convenience sampling technique is used to test and retest the parameters. Findings of the study revealed that Tangibility, Reliability, Assurance and Responsiveness have a positive and significant impact on customer loyalty Whereas, Empathy has a negative effect and insignificant for customer loyalty. This study forwarded recommendation to the Commercial Bank of Ethiopia managers to give emphasize to tangibility, reliability, assurance and responsiveness of the service quality dimensions in maintaining and keeping the customers to satisfied & become loyal to the bank Sat, 01 Jul 2023 00:00:00 GMT https://repository.ju.edu.et//handle/123456789/9107 2023-07-01T00:00:00Z https://repository.ju.edu.et//handle/123456789/9106 Factors affecting Operational performance of Savings and Credit Cooperatives (SACCOs) in Haru woreda Edosa Birasa; Tadale Mengesha; Gadise Agezu Saving and Credit Cooperatives (SACCOs) are the main financial solution of the people who have low income level. Savings and Credit Cooperative are a form of a cooperative society aimed to provide financial services to its member’s .It is owned by its members through payment of share capital and membership fees to the institution. To study the practices and the problem faced by such cooperatives a descriptive research design was employed. Five sample SACCOs were taken as a sample and 120 respondents were surveyed proportionally. The variables that influence Operational performance of SACCOs are : Annual savings, credit beneficiaries, savings interest, safety/security, positive returns, amount of loan borrowed, access to training, distance to SACCOS office; accountability, transparency, education level, annual income and family size. Based on the findings the study concluded that majority of members have poor saving habit, lack of training, less awareness about SACCOs are appropriate options for the households, which are providing services to improve operational performance of saving in sustainable way. Major recommendations were made, SACCOs should develop varied products that meet various membership needs, Reward for regular savers by payment of interest on savings deposits, government and non-Government organizations should create on saving mobilization, provide skill and knowledge though problem based trainings to improve operational performance of SACCOs. Fri, 01 Nov 2019 00:00:00 GMT https://repository.ju.edu.et//handle/123456789/9106 2019-11-01T00:00:00Z https://repository.ju.edu.et//handle/123456789/9104 Assessment of Cash Management practice In commercial Bank of Ethiopia in Jimma Town Beyene Bekele; Demis H/gebreal; Yosef Worku Background: The CBE is the largest bank of Ethiopia it had about 1.1 Trillion birr in assets and held approximately 67% of deposits and about 33% of all bank loans in the country. Cash management is a very broad subject and there are a lot of factors to consider when trying becoming more efficient. Which factors to consider depends on the company and type of industry. Objective: To assessment cash management practice of Commercial bank of Ethiopia, 2023. Methods: A descriptive research design was applied in the study using quantitative method. The populations of this study was employees of District and selected Eleven Commercial bank of Ethiopia in Jimma town. The 86 respondents was selected from each bank on proportion basis, since the number of employees in each bank is not the same. Data was collected from both primary and secondary sources by using questionnaire. The data was presented in form of Tables and Charts. Qualitative data was analyzed by schematization and quantitative data analysis was done by using frequency distribution and percentages. Results: Out of 90 questionnaires distributed to employees of CBE, 86(95.5%) of the respondents were able to cooperate in filling the questionnaire, which made the response rate of the study 95.5%. The predominant reasons of cash holding are transaction 53.5%, followed by speculative 41.86%. Regarding cash management techniques used in CBE; Floatation 39.5%, synchronizing cash flow 33.7%, acceleration Collection 24.4% and 2.3% are others. Conclusion: On the basis of the findings of this research it can be concluded that the cash management of commercial bank of Ethiopia makes a good effort to manage its cash appropriately. Recommendation: The cash management of the bank should control of cash receipt to assure that all cash that receivable collected & recorded without loss Sat, 01 Jul 2023 00:00:00 GMT https://repository.ju.edu.et//handle/123456789/9104 2023-07-01T00:00:00Z