Assessment of Customer Satisfaction in Banking Services: A comparison among State owned and private Banks in Axum, Ethiopia.

目录

声明

Chapter One Introduction

1.1. Background of the study

1.2. Motivation and Statement of the Problem

1.2.1. Motivation of the Study

1.2.2. Statement of the Problem

1.3. Research questions

1.4. Objective of the study

1.5. Significance of the study and Innovation points

1.6. Research methodology

1.7. Description of the Study area, Axum

1.8. Organization of the document

Chapter Two Literature review

2.1. Overview

2.2. Services

2.2.1. Characteristics of Services

2.2.2. Service Quality

2.2.3. Measuring service quality

2.2.4. Using SERVPERF to Measure Service Quality

2.2.5. Service Quality in banking Industry

2.3. Customer satisfaction

2.3.1. Definition of Satisfaction

2.3.2. Customer Satisfaction in Banking

2.4. Customer Satisfaction versus Service Quality

2.4.1. Tangibles and customer satisfaction

2.4.2. Reliability and customer satisfaction

2.4.3. Assurance and customer satisfaction

2.4.4. Empathy and customer satisfaction

2.4.5. Responsiveness and customer satisfaction

2.5. Demographic effect on customer satisfaction

2.5.1 Empirical Studies on Demographic factors on Customer satisfactions

2.6. Related works

2.7. Conceptual Framework

Chapter Three Research Methodology

3.1. Research Design

3.2. Source of data

3.3. Data collection method

3.4. Data Types and Source

3.5. Data analysis methods

3.6. Sampling technique and sample size

3.7. Target population

3.8. Ethical Consideration

Chapter Four Data Analysis and Discussion of Results

4.1. Background information from Respondents

4.1.1. Sex/Gender

4.1.2. Age

4.1.3. Educational level

4.1.4. Frequency of using the bank

4.2. Data Analysis

4.2.1. Overall Analysis

4.2.2. Dimension-wise Analysis

4.3. Demographic Information Analysis

4.3.1. Demographic Data Description

4.3.2. Assessing the relationship between demographic variables and customer satisfaction

Chapter Five Conclusion and Recommendation

5.1. Conclusions

5.2. Recommendations

5.3. Limitations of the study

致谢

参考文献

Appendix A. Questionnaire

I. Questionnaire (English)

II. (opneip)

Appendix B. List of published paper