Abstract:
In order to maintain a high market share and competitive advantage in the banking business,
quality service and customer happiness are required. As a result, the study was carried out to
evaluate and compare service quality and overall customer satisfaction in the banking business,
with the Commercial Bank of Ethiopia in Dabat city as the study's focus. The study's main
goal was to evaluate and compare customer expectations and perceptions of CBE, as well as
overall customer satisfaction, utilizing five characteristics of service quality: tangibility,
reliability, responsiveness, assurance, and empathy, as well as a five-item survey. A total of
399 bank clients were given questionnaires. The target audience was conveniently contacted by
the researcher who happened to be available at the time. The primary data was gathered by a
survey method with a self-administered questionnaire. Descriptive statistics, Pearson
correlation, and regression were used to investigate the objectives. The reliability dimension
raised the highest level of perception in CBE, with the highest gap score. Furthermore, overall
satisfaction is strongly connected with all of the service quality dimensions. Furthermore, the
results reveal that customers' perceptions of CBE vary significantly. Finally, CBE Bank gives
higher service quality to its customers based on the average perception of SERVQUAL
dimension. The SERVQUAL model appears to be appropriate for the banking industry,
according to the findings. As a result, bank executives can use this tool to give better customer
care.
