ASSESMENT OF SERVICE DELIVERY AND ITS

CONTRIBUTION ON CUSTOMER SATIFACTION CASE OF

COMMERCIAL BANK OF ETHIOPIA (IN YIREGALEM
BERANCH

HAWASSA UNIVRSITY
COLLEGE OF BUSINESS AND ECONOMICS

A RESEARCH PROPOSAL SUBMITTED IN PARTIAL FULFILLMENT

FOR THE REQUIRMENTS FOR BACHLOR OF ART (BA) DEGREE IN
MARKETING MANAGEMENT

BY: FIKRESEB ABEBE

ID; NO 0060/10

ADVISOR: TESHOME D.(MBA)

AUGEST, 2021

YIRGALEM, ETHIOPIA
 Table of Contents
CHAPTER ONE............................................................................................................................................1
INTRODUCTION.........................................................................................................................................1
1.1 Back ground of the study.......................................................................................................1
1.2 Back ground of organization..................................................................................................1
1.3 Statement of the problem.......................................................................................................2
1.4 Objective of the study............................................................................................................3
1.4.1 General Objective of the study...............................................................................................................3
1.4.2 Specific objectives..................................................................................................................................3
1.5 Research Questions................................................................................................................3
The researchers try to answer the following research questions..................................................3
1.6 Significance of the study........................................................................................................3
1.7 Scope of the study..................................................................................................................4
1.8 Limitation of the Study..........................................................................................................4
1.9 Organization of the paper.......................................................................................................4
CHAPTER TWO...........................................................................................................................................5
2. Review of Related Literature...................................................................................................5
2.1 Definition of customer value and satisfaction........................................................................5
2.2 Customer Expectations..........................................................................................................5
2.2.1 Delivery high customer valve..............................................................................................................6
2.2.2 Measuring satisfaction.........................................................................................................................6
2.2.3 The nature of high performance business...............................................................................................7
2.2.4 Attracting customers...............................................................................................................................8
2.2.5 Total Quality management (TQM).......................................................................................................10
CHAPTER THREE.....................................................................................................................................12
3. RESEARCH METHODOLOGY.............................................................................................................12
3.1 Research Design...................................................................................................................12
3.2 Description of study area.....................................................................................................12
3.3 Sources of Data....................................................................................................................12
3.4 Population and sample size..................................................................................................13

I
 3.5 Data collection Instruments.................................................................................................14
3.5.1 Data Analysis and Interpretation..........................................................................................................14
4. TIME AND BUDGET SCHEDULE.......................................................................................................14
4.1. BUDGET SCHEDULE.......................................................................................................14
4.2 Time schedule......................................................................................................................16
REFERENCE...............................................................................................................................................17
APPENDIX- A.............................................................................................................................................18
APPENDIX -B...............................................................................................................................................2

II
 CHAPTE R ONE

INTRODUCTION
1.1 Back ground of the study
Service Delivery has increasingly assumed as an important role in the economic
development of the countries as means of service economics or societies – An
economy is called as service economy when the contribution of service sector to
the GDP of nation is more than 50% (Service marketing 12 th Edition (http //. w. w.
w. wikipida a mktcom).

The scope of service marketing was enormous such as government sectors,

business sectors and manufacturing sectors. Service are not only considerably
significant in the Economy of many countries to day. But it also predicted that the
sector wills continue to grow faster than the good sector of the Economy in many
countries. Commercial bank of Ethiopia is one of the business sector that
participate on service Delivery and customer satisfaction that contribute the total
Economy of the countries creating business value and generating competitive
Advantage and also managing and enhancing the relationship with Existing
customer pattering and Employees. The commercial bank of Ethiopia Sawla
branch give service for many sectors like Governmental sector, business sector and
other sector in our country and outside the country. This study plans an important
role because customers are important for one organization success and failure
(http//[Link]).

1.2 Back ground of organization

The commercial bank of Ethiopia has established as limited liability public
Enterprise under the proclamation 202/94 the FDRE. The leading bank in Ethiopia
established in 1942 G.C pioneer to introduce modern banking system like ATM to
the country and leading African bank with assets of birr 49 billion at year 2008/09
(source Annual report of CBE 2011).

Yirgalem main branch is one of ECB. It found in SNNPRs regional state in

sidamo zone yirgalem town. This branch opened 1981 G.C with 18 Employees
including a security police. From this Employee 12 of they are worked in
1
permanents Employees others work in contract. In today this (branch Expanded in
to one Additional branch is in yirgalem and apsto branch. The commercial banks
of Ethiopia yirgalem main branch to days also encourage a number of Employees.
These Employees are 32 and large number of customer. (These 32 Employees 29
Employees First Degree and above 5 Employees are Diploma and 22 are males and
10 female. The organization have own mission, Vision and value (Source yirgalem
main branch CBE General Manger).
1.3 Statement of the problem
According to (Barney, 2004) service delivery is about delivering the service effectively as
possible to satisfy and delight of the customers. Service quality is very important in any type of
organization which participates on service delivery to satisfy their customers and achieve the
organizational objective. As one organization commercial bank of Ethiopia is use different
techniques of service quality to satisfy their customers. It is maintaining the expectation of the
customers relating to service delivery. Unfair and inappropriate service delivery results
unsatisfied customer and affect organizational goal and objectives. The main problem is the
service Delivery and it contribute on customer satisfactory in efficient, unfair and in appropriate
service delivery results, Then after studying to doing this research is to solve the main problem
about this branch. In study of effective service Delivery of customer satisfaction and the
competence of the bank and usage of online network systems known as fast money
transfers, such as ATM machines, internet, and computerized system come up to
solution. As one organization commercial bank of Ethiopia is used different
techniques of service quality and the Delivery of customer satisfaction to satisfy
their customers it is maintaining the Expectation of customers relating to service
delivery. ([Link]).
1.4 Objective of the study
1.4.1 General Objective of the study
The main objective of this study was to assess service delivery and its contribution
on customer Satisfaction commercial bank of Ethiopia yirgalem main branch by
identifying and investigating the problem come up with solution
1.4.2 Specific objectives
In addition to general objectives of the study the researcher will have e been
address the following specific objectives.

1. To determine the impacts of service Delivery and customer satisfaction

2
 2. To measure the customer satisfaction.
3. To investigate the competence of the Employees
4. To indicate the responsiveness of the bank
5. To pick out the method to serve customers in the effective manner

1.5 Research Questions

The researchers try to answer the following research questions

1. Whether service Delivery has an impact on customer’s satisfaction?

2. How the bank are going to measure where customers are satisfied or not?
3. How the bank understands customers?
4. Does the bank asses to its customer service?
5. What method the companies use to serve their customary effectively?
1.6 Significance of the study
The result of this study will have help those who read this research paper it also
helps the bank more to know how they deliver the service for the customer and
how they can handle them as well as they can increase their profit. The researcher
put the main significance of this study as follows.

 It enables the government how the firm deliver the service of customer.
 It helps population of yirgalem town as secondary source of data.
 It helps to initiate other researcher to undertake a better and detail analysis in
this service area.
 It helps the firm or an organization how to give the quality service for their
customer’s inefficient and effective manner.
 It helps an organization how to increase their productivity.
 It assesses the organization which method they will use to attract the target
customers.

3
1.7 Scope of the study
The entire study will be conducted on an assessment of service Delivery and it
contribution on customer satisfaction in commercial bank of Ethiopia which found
in yirgalem town Main branch.

1.8 Limitation of the Study

It is inevitable to face some difficulty in undertaking any activity. This particular study is also
may be not free from limitations. Some of these limitations are insufficient time allocating for
data collections, difficulty in getting respondent answer or unwillingness of some customer or
employee to give appropriate information, and the other limitation may this study will have
facing with money etc.

1.9 Organization of the paper

This study will have be encompass five chapters Chapter one discuses
introduction of study, back ground of the study, background of organization
statement of problem, objective of study, scope of study significance and limitation
of study and organization of the paper chapter two deals literature review
definition and some elements of service deliver chapter three discussed about
research methodology, chapter four determines data presentation and analysis of
study, finally chapter five provide conclusion and recommendation of the study.

4
 CHAPTER TWO
2. Review of Related Literature
This chapter spells out in details how companies can go about winning customer
and outperforming competitors.

The answer lies in doing better job of meeting or Exceeding customer Expectation.
Customer accompanied are adopt at building customer not just product they are
skilled in market engineering. Not just product engineering. Marketing is only one
factor that attracting and keeping customers.

This chapter describes and illustrates the philosophy of customer focused firm and
value of marketing (source principles of marketing)
2.1 Definition of customer value and satisfaction
According to peter Ducker observed that the company first task is to create
customer however, customer face a vast array product and brand choices price and
supplies. Customers are value maximizes which in the bound of search costs and
limited knowledge ability and income.

Customer perceived value is the difference between respective customer’s

evaluation of all benefit and the cost of an offering and the perceived alternative.
Total customer value is perceived monetary value of the bundle of Economic
functional and psychological benefit customer Expect from a given market offering
(kotler 2003.)

The link between satisfaction and customer loyalty is not proportional. Suppose the
customers satisfactions are likely abandon the company and even the company and
the bad of mouth to it higher satisfaction or delight creates the semifinal bond with
the brand or company on just original preference (ibid 2006).
2.2 Customer Expectations
How to buyers form their expectations? From last buying Experience friends and
associated advices and marketer share information and promotes. If marketed raise
Expectation is too high the buyer is likely to be disappointed. However, if the
company sets Expectation too low, if want to attract enough buyers it will satisfy
those who do buy. The customer decisions to be loyal as to be detect is the sum of

5
many small Expense to add up to customer loyalty companies need to create
branded customer Experience (kotler 2006)
2.2.1 Delivery high customer valve
The key to generating high customer loyalty is to deliver customer valve.
According to Michael Lanning, delivering profitable valve a company must design
comprehensively superior valve proposition aimed at specific market segment
backed by superior value. The value proposition consists of whole cluster of
benefit that the company promises to deicers it is more than the case positioning of
the offering. For customer centered companies customer satisfaction is both goals
and marketing tools companies that achieve high customer satisfaction rating
market sure that their target market taken out (Kotler’s 2001).
2.2.2 Measuring satisfaction
Although the customer centered firm seeks to create high customer satisfactory that
is not its main goals. If the company increases customer satisfaction by lowering
its prices of increasing its service the result may be lower profit,

There are tool for, tracking and measuring customer satisfactory. These are: -
2.2.2.1Compliant and suggestion system
A customer centered organization makes it easy for customers to register
suggestion and compliant some customer centered complains. Companies are also
using website and E-mail for quick two – way communications
[Link] Customer satisfaction surveys
The study show that customers are dissatisfied without every four purchases, less
than 50% will complain cost customer will buy less or switch supplies us.
Responsive companies measure customer satisfaction data. It is also useful to
answer additional question to measure purchase intention and to measure
likelihood or wildings to recommend the common the company and brand others.
(Alaziar, 2006)
[Link] Ghost shopping
Companies can hire people to pose as potential buyers to report on strong and
weak points Experienced in buying the company’s brand and competitor product.
These mystery shoppers can test how the company’s sale personnel handle various
stations mangers themselves should leave their office from time. Entry Company
6
and competitor’s sales situations where they are unknown and Experience firsthand
the treatment they receive
[Link] Customer Lost analysis
Company should contract customer who have stopped buying or who have
switching to another supplier to learn why this happened it is also necessary to
monitor the customer less rate. Companies need to be special concerned with their
customer satisfaction level because he or she infract provide a tool for customer to
spread bad word of mouth as Weill as a good word of mouth to the rest of world
(Ibid 2002).
2.2.3 The nature of high performance business
The consulting firm of furthers. Little proposed a model of the characteristics of
high performance bus
2.2.3. 1 Stock holder
Traditionally, most business focused on their stock holders but to days business are
increasingly that un less they nurture other stock holiday, customers, Employees,
supplies, Distributors, the business my never can sufficing profit for the stock hole.
[Link] Process
High performance companies are increasingly focusing on the need to have care
business such as new product development, customer attraction and retention and
order fluffiest. They are re-engineering that work how building cross functional
Team responsible for process.
[Link] Resources
Resources carry out its business processes a company need resources labour
power, materials, machine, information and energy. Traditionally, company owned
and controlled most of the resource that inter their business, but this station is
changing many companies today outsource less critical resource if they can be
obtained at better quality and lower cost (Kotler 2001).
[Link] Organizational culture
Organization consisted of its structure, policy, corporate, culture of which can
become dies functional in originally changing business environment where as
structures and policy can be changed with difficult. The company culture is very
hold or change yet changing corporate cultures often the key to successful and

7
implementing a new strategy generally companies are setup to create and deliver
superior customer value and satisfaction. (kotler 2005)
2.2.4 Attracting customers

[Link] Attracting customers

Today customers are coming holders to place. They are smarter more price
conscious more demanding, less forgiving and they are approached by many
competitions with equal or better offers. The challenge according to jotted gamers,
it is not to produce satisfied customers several compactors can do this challenge is
to produce delighted and loyal customers. Companies seeking to expand their
profits and sales have to spend considerable time and resource searching for new
customers. To generate will reach new prospects. It sends direct managed makes In
trade show where they might find new lead and soon. (Kotler, 2000)
[Link] Need for customer retention
Unfortunately, most marketing theory and practice center on the part of attracting
new customers rather than on retaining existing one. The Emphasis traditionally
has been on making sales rather than building relationship on resting and selling
rather than caring for the customers afterward a Company would be wise to
measure customer’s satisfaction. High satisfied customers stays loyal longer buys
more as company introduce new its product and upgrade existing product task
favorable about the company and product payless attention to competing brand and
less sensitive to price.
[Link] Customer Relationship
The aim of customer relationship management (CRM) is to produce high customer
equity. Customer requite is the total of the discounted life time value of the firm
customers clearly, more overly the customer equity. (Kotler 1997-76)

Brand equity
Brand equity is customer objective and intangible assessment of the brand above
and beyond its objectively perceived value. The sub drivers of bland equity are
customer brand awareness, attitudes, perception, advertising, public relation and
communication to drivers (Ibid 2001)

Value Equity
8
 Valve equity is customer’s objectives assessment of utility of offering based on
perception of its relatives to its cost. The sub driver of value equity is price and
convenience each industry a short defines the specific factor underlying each to
improve equity.

Relationship equity
It is customer tendency to strict worth and brand above objective and subjective
assessment of worth. Sub drives include loyalty programs, special recognition and
treatment programs and building programs.

[Link] Forming strong customer bond

According to Berry and permission have gone beyond these basic and identified
there retention building approaches.

Adding financial benefits

The company can offer frequently programs and closer to the company can be
membership open to everyone who prices product and service or it can be limited
to an attain group or you these willing to small fee.

Adding social benefit

Company persons work in increasing social bodies with customers by including

personalizing customer relationships

Adding structuralize

The company my supply customers with special equipment of computer linkage

that helps customer orders and inventory.

According to Lester wonder man, one of the most absolute observes of

contemporary marketing suggests for clearing structural files with customer
[Link] Customer profitability
Is the best conducted with tools of an accounting technique of which called activity
based cost or (ABC). The company estimates all revenue that company form the
customer less all cost. The cost should not only cost of marketing and distributing
products and service. But also cost of taking phone class that from customer.

9
[Link] Company profitability
Company must not only be able to creating absolute valve, but also high valve
relative to competitors at sufficiently low cost. Competitive advantage is a
company’s ability to perform one or more ways that competitor cannot or. Will not
match, the customer valve and satisfaction which leads to high purchases.
2.2.5 Total Quality management (TQM)
Total quality management is an organization wide approach to continuously
improve the quality of the organization process, product and service.
[Link] Service
Service is the result of applying human or mechanical effort to people or object
service involved a performance or an effort cannot be physically possessed. (Mc
Daniel hair lamp-34).

[Link] How service differ from good

Service have four unique characteristics that distinct them from goods service are
intangible performance. They are produced and consumed at the same time. They
have greater variability inputs into output than goods they are perishable (

Service is tangible and intangible performance

The basic difference between service and goods it’s that service are tangible
performance. Because their intangibility cannot be sensed service cannot be stored
and often making purchase quality of goods medical and consulting service are
Example of service that exhibit credence quality. (m.c, Daniel lamp 2001).

 Service are produced and consumed simultaneously Goods are produced,

sold and then consumed. In contrast service are often sold, produced and
consumed at the same time. In other word, their production and consumption
are separable activities. (
 Service has greater variability
Inputs and outputs they tend to be less standardized on uniform that goods,
standardization and training help to increase consistency and reliability. (James, et
al. 2006)

10
  Service is perishable
It mean that perish ability of service is that the service cannot be stored in ware
house or in ventured (Ibit, 2001p-97)

[Link] Service Quality

Research has been shown that evaluate customer service of quality by different
components: - (Joey, etal, 2001)

1, Reliabilities

Is the ability to perform the service dependable accurately and consistency reliable
is performing the service right at first time.

2, Respondent

Is the ability to provide prompt service the ultimate in responsiveness is offering

service 24 H/7D in a weak.

3, Assurance

Is the knowledge and courtesy of employees and ability to trust?

4, Empathy

Is carrying Individualized attention to customers, affirms whose Employees regime

customers, call them by name and learn their customer specify requirement are
provided. (Mc Daniel Lamb 2002,)

5, Tangibles
Are physical evidence of service include facility tools and equipment is used
because of service are intangibles, the company tangibles service by physical
evidence like décor, color environment neatness etc.

11
 CHAPTER THREE

3. RESEARCH METHODOLOGY
3.1 Research Design
The researcher used cross sectional method of data collection and descriptive type of data
analysis, because of the data is analyzed by table and percentages, to give the analysis meaning
full interpretation.

The researcher used a descriptive type. The study entirely depends on primary and secondary
data that are obtained from different kinds of published and unpublished sources of data.

The researcher was used descriptive research approach because it’s a better way to
describe the service delivery and contribution on customer satisfaction.

3.2 Description of study area

more commonly known as yirgalem in order to differentiate it from other towns
in Ethiopia which are also called yirgalem is a town and separate zone of sidama
Ethiopia. Located in the SNNPR sidama zone 49 km fare from hawassa of the
Southern Nation, Nationalities and Peoples' Region(SNNPR), this town has a
latitude and longitude of 6°18'N 36°53'E/ 8.283°N 37.783°E with an elevation of
1395metres (5,577ft) above sea level.

3.3 Sources of Data

The researcher will collect the research data from both primary and secondary
source of data collection the primary data will generated through questionnaire
distributed for both customer and the Employees of the bank and secondary source
of data would be gathered from, books, magazines, internet searching.

12
3.4 Population and sample size
The population of the study will be the customer and employees of commercial
bank of Ethiopia yirgalem main branch. It is difficult to study the whole
population. So the researcher will be use simple random sampling to select
customer and Employees of the organization. The main reason why researchers use
simple random sampling that it is free from any bias and easy to handle and
provide equal chance to the selection of group respondent. The total population of
customer is 10000 there were 32 Employees from the total population of customer
the study researcher will take 99 and from 32 total population of Employees, the
researcher takes 22 (50%) of Employees therefore the reason that the researcher
takes the small number of sample from large total population to minimize the
sampling error(10%) As number of sample increase the error also increases and
vice versa. The total sample would be 99+22=121

N
n= 2
1+ N (e)

10000
n= 2
1+10000 (0.1)

10000
n= ❑
1+10000 (0.01)

10000
¿ =99
101

wℎere n=99

n=sample size

N=total population

13
 E= level of precession

3.5 Data collection Instruments

The researcher will use primary and secondary data will use for the preparation of
study. The researcher gather data by using different data collection instruments
such as qualitative and quantitative (structured and unstructured data collection
instrument structured (close ended (Unstructured open ended, questions)

3.5.1 Data Analysis and Interpretation

While data is being collected from commercial bank of Ethiopia main branch
yirgalem branch it focuses on total number of employees and customers as well as
a bank manager of the organization. It will have processing by coding,
classification and Tabulation. The data will be analyzed using descriptive statistical
methods like tables, graph and percent.

4. TIME AND BUDGET SCHEDULE

4.1. BUDGET SCHEDULE

14
ITEM Quantity Per unit Total cost
(Birr) (Birr)
Paper 80 0.5 40
Equipments Pen 4 10 40
Sub Total 80
Transportation 5 trips 60 300
Personal cost Internet 500mb 0.12 60
Related cost 850 850

Sub total 910

Total budgeted cost 990

15
4.2 Time schedule

N ACTIVITY JUANARY FEBURARY MARCH APRIL MAY JUNE JULY AUGUST

O
DECEMBER

1 TOPIC SELECTION

X X

2 PREPARETION OF
PROPOSAL
X X

3 COLLECTION OF
USEFUL MATERIAL
X

DATA COLLECTION X X

DATA ANALYSIS X X X
AND WRITING OF
RESEARCH

SUBMISSION OF X
RESEARCH

PRESENTATION X
OFFINALRESEARCH

16
REFERENCE
 Donnelly J.H, (1976). “Marketing intermediaries in channels distribution for

service”: Journal of marketing(p. 40, pp.55-70)

 Http//[Link]

 Ibid., (1997) P, 328

 Kotler, P. and Kelvin, K. (2006) marketing management 12 th edition,

Pearson education Inc, New Jersey

 Kotler. P. and Armstrong, G. (2001). Principles of marketing (PP, 9-11).

New Jersey prentice Hall.

 Lamb, hair medial marlceting 7 th edition Canada south western university

2001
 Mc Daniel Lamb (2002, 347)

 Philip kotler 2005 principle of marlceting 12th edition.

 Philip kotler 11thedition north western uniuersity 1997

 [Link]
 APPENDIX- A
HAWASSA UNIVERSITY

AWADA CAMPUS

COLLEGE OF BUSINESS AND ECONOMICS

DEPARTMENT MARKETING MANAGEMENT

Questionnaire

To be filled by customer

Questionnaire prepared to assess service delivery and its contribution on customer

satisfaction (In case of commercial bank of Ethiopia yirgalem main branch)

Dear respondents

This questionnaire designed to assess service delivery and its contribution on

customer satisfaction (in case of commercial bank of Ethiopia yirgalem main
branch). The questionnaire prepared by Fikireseb Abebe for the partial full
fulfillment of the requirements of a ward of BA degree in marketing management.
Therefore, the information which expected from the respondents has a great role
only for the success of the research please assist me in giving and complete
information to present a representative finding on the study. Your participation is
entirely voluntary and questionnaire is completely anonymous.

Finally, I confirm you that the information that you share me will be kept
confidential and only used for the academic purpose. No individual responses will
be identified as such and identify of person responding will not be published or

Page 1
released to anyone. All information will be used for academic purpose only. Thank
you in advance for your kind cooperation and dedicating your time. Thank you in
advance for your kind cooperation

Instructions
1. Before you attempt to answer, please read the instructions
2. Tick  for close-ended questions provided in part one.
3. Encircle (0) for close-ended questions provided in part two
4. You can choose more than one alternative in some questions
5. Write your opinion for open ended questionnaires.

Part I Personal information

1. Gender Male Female

2. Age Under 25 26-30 31-35 36-40 Above 40
3. Educational background/qualification
Above first degree First degree Diploma
Certificate Secondary Elementary
Illiterate

Page 2
Part II Question concerning service delivery and its contribution on customer
satisfaction.

1. How do you evaluate employee performance to provide service?

Excellent Very good Good Poor Very poor
2. If your answer for question number “1” is excellent why?
--------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------
3. How do you rate the willingness of employees to provide service?
High Medium Low No answer
4. Does the bank handle its customer by delivering service as needed by you?
Yes No
5. If your answer for question number “4” is yes, how?
------------------------------------------------------------------------------------------
6. What is the level of satisfaction you get from service given by bank?

High satisfaction

Medium satisfaction
Low satisfaction
7. How do think that the employee have politeness respect and friendless with
customers?
Excellent Very good Good Poor Very poor

Page 3
High satisfaction

Medium satisfaction
Low satisfaction
8. How do think that the employee have politeness respect and friendless with
customers?
Excellent Very good Good Poor Very poor
9. Is the manager of the bank willing to accept customer complaints?
High willing to accept Low willing to accept
Medium willing to accept No willing to accept
[Link] is organizational security on service delivery?
Excellent Very good Good Poor

Page 4
 APPENDIX -B
HAWASSA UNIVERSITY
AWADA CAMPUS
COLLEGE OF BUSINESS AND ECONOMICS

DEPARTMENT MARKETING MANAGEMENT

Questionnaire

To be filled by organizational employee (Employer)

Questionnaire prepared to assess service delivery and its contribution on customer

satisfaction (In case of commercial bank of Ethiopia yirgalem main branch)

Dear respondents

This questionnaire designed to assess service delivery and its contribution on

customer satisfaction (in case of commercial bank of Ethiopia yirgalem main
branch). The questionnaire prepared by fikreseb abebe for the partial full
fulfillment of the requirements of a ward of BA degree in marketing management.
Therefore, the information which expected from the respondents has a great role
only for the success of the research please assist me in giving and complete
information to present a representative finding on the study. Your participation is
entirely voluntary and questionnaire is completely anonymous.

Finally, I confirm you that the information that you share me will be kept
confidential and only used for the academic purpose. No individual responses will
be identified as such and the identify of person responding will not be published or
released to anyone. All information will be used for academic purpose only. Thank
you in advance for your kind cooperation and dedicating your time.

Page 5
Thank you in advance for your kind cooperation.

Page 6
Instructions

1. Before you attempt to answer, please read the instructions

2. Tick þ for close-ended questions provided in part one.
3. Encircle (0) for close-ended questions provided in part two
4. You can choose more than one alternative in some questions
5. Write your opinion for open ended questionnaires.

Part I Personal information

4. Gender Male Female

5. Age 18-30 31-40 above 40
6. Educational background/qualification
Above first degree First degree Diploma
Certificate Secondary Elementary
Illiterate

Part II Questions concerning service delivery and customer satisfaction

1. Do you fell that your contribution of service is reliable to provide service?

Yes No No answer
2. How long your bear or work service in commercial bank of Ethiopia sawla
branch?
More than Two year One year
Two year Less than one year
3. What are respondents to provide service?
Excellent Very good Good Poor Very poor
4. To what extent organization provide physical evidence of service?
High Medium Low

Page 7
5. Do you think that your organization has assess implement to provide service?
Yes No No-sure

6. What looks the communication ability of your organization with customers?

Excellent Very good Good Poor Very poor
7. How do you rate the quality service delivered to customers?
High satisfaction Satisfactory
Moderate Poor Very poor
8. What is the special thing in your bank on service delivery them other bank to
attract customer?
Technological advancement
Tangible service
Customer service
Other service

Page 8
9. What looks the communication ability of your organization with customers?
Excellent Very good Good Poor Very poor
[Link] do you rate the quality service delivered to customers?
High satisfaction Satisfactory
Moderate Poor Very poor
[Link] is the special thing in your bank on service delivery them other bank to
attract customer?
Technological advancement
Tangible service
Customer service
Other service

Page 9