The Effect of Cbe-Birr Implementation On Customer Satisfaction, In Case Of Commercial  Bank of Ethiopia under Bahir Dar City

TADELE, YISMA

dc.contributor.author	TADELE, YISMA
dc.date.accessioned	2022-09-29T08:23:46Z
dc.date.available	2022-09-29T08:23:46Z
dc.date.issued	2022-07
dc.identifier.uri	http://ir.bdu.edu.et/handle/123456789/14283
dc.description.abstract	The main objective of the study was to investigate the effects of CBE-Birr implementation on customer satisfaction in Commercial bank of Ethiopia under Bahir Dar city.The study focuses on the research approach, research design, population and sampling, data collection procedures, validity and reliability assurance, data analysis strategy, and ethical concerns used in the study. The study used a sample of 383 CBE- Birr agents banking and branch customers under selected branches.The research has been analyzed through both descriptive and explanatory form of research design to provide solutions to the research problems. The researcher applies convenience sampling to select target branches and to distribute questionnaire for respondents.This study used quantitative research approach and also both primary and secondary data sources are used for this study and then both descriptive and inferential statistics have been used to find mean, standard deviation, regression and correlation. The study concluded that allindependent variables havepositive effect on customer satisfaction from this the highest relationship is found between service value and customer satisfaction and the lowest relationship exists between service convenience and customer satisfaction. Based on findings, the study therefore recommends there was need for CBE-Birr agents to additionally investin the service equipment and improve the visual appearance of the points of service and it should alsoimprove the speed of service delivery and resolve transaction problems quickly, and without theneed for customers to travel back to the points of service. Further, the CBE-Birr agents must continuallyimprove service delivery by reducing the time customers wait to be served, by improvingprofessionalism, sense of belongingness, attractiveness and eliminating errors in financialtransactions through adequate controls to keep the satisfactionlevel. This research was limited under Bahir Dar city CBE branches. So that anyone who is interested to take a study in this area, it would be better collect data from various places throughout the district to determine the relationship between CBE-Birr and customer satisfaction.	en_US
dc.language.iso	en	en_US
dc.subject	Marketing Management	en_US
dc.title	The Effect of Cbe-Birr Implementation On Customer Satisfaction, In Case Of Commercial Bank of Ethiopia under Bahir Dar City	en_US
dc.type	Thesis	en_US