Main Article Content
The main purpose of this study was to assess the effect of Service Quality on CustomerSatisfaction: A Comparative analysis among the Private and Public Bank of Ethiopia Hassassa District. The researcher used SERVPERF Model to measure perceived service quality and customers’ satisfaction. For the purpose of testing the hypotheses and addressing the research objectives, 400 Self-Administered Questionnaires (202 to CBE, 166 to CBO and 32 to OIB) were randomly distributed to collect primary data based on convenient sampling method and out of those, 378 relevant questionnaires. The collected data were analyzed through descriptive statistics, correlation and multiple regression analysis to investigate the relationship and effect existing between service quality dimensions. The descriptive analysis result manifested that customers of CBE are highly satisfied with empathy and assurance dimensions and are less satisfied with responsiveness dimension, customers of CBO are highly satisfied with all the dimensions of service quality and customers of OIB are highly satisfied with responsiveness dimension and less satisfied with assurance dimension. The findings of correlation and regression analysis revealed that, all the fivedimensions of service qualityare positively and significantly correlated withcustomers’satisfaction and have a positive and significant effect on customers’ satisfaction in all the three banks’ branches. Finally, the three banks’ managements are essentially recommended to improve their service quality effectively but more specifically to take a critical look at those dimensions which customers are less satisfied with.