Assessment of factors affecting customer satisfaction at Nib International Bank (private)Jimma town

Abstract

This research aimed at examining factors that affect customer satisfaction at Nib International Bank S.C. Jimma town. The population of the study constituted all the customers of NIB Jimma town and a sample of 124 customers conveniently selected from this bank. The design of the study was descriptive and qualitative type of research conducted .The data collection tool used self-administered questionnaire and scheduled type filled by customers of NIB bank and interviews were made with the management person. The Pearson correlation was used to see the relationship between the variables and multiple linear regression analysis was also carried out to determine the effect of the independent variables on dependent variable. The study findings revealed that greater numbers of customers of NIB were not satisfied by services/products. The finding also shows that association between overall customer satisfactions with factors such as service quality, ICT related factor and price related factor. However, the study results have not shown the existence of association between overall customer satisfaction and Responsiveness. The multiple linear Regression analysis results showed that the three independent variables namely service quality, Information communication technology and price fair ness had an association with overall satisfaction. Moreover the findings revealed that factors such as services like reliability, tangibility and information technology were the major impact of customer satisfaction in Nib International Bank of Jimma town Menaheriya branch.