International Journal of Commerce and Management Research

Authors
Teshale Terefe, Apar Singh

Abstract
The purpose of the study is to examine the relationship between service quality and corporate customers’ satisfaction in the Banking in Ethiopia. The data were collected using self-administered questionnaire. The questionnaire consisted of three parts. First, perceived service quality was measured using modified SERVPERF model. Second, customer satisfaction was operationalized with five variables. Third, business profile variables were included. Factor analysis identified five dimensions of perceived service quality, namely responsiveness, reliability, tangibility, competency and portfolio. Multiple regression analysis showed that all service quality dimensions had a significant and positive effect on Small, medium and large-sized companies’ satisfaction. These results indicate that bank service quality is in fact a significant predictor of Small, medium and large-sized companies’ satisfaction. Moreover, all aspects of satisfaction Reliability and Product portfolio have the great value on customer satisfaction, followed by, Competency Responsiveness and Tangibility.