The Effect of Service Quality g a p on Customer Satisfaction: The Case of awash bank

Abstract

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.