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VOL. 11, ISSUE 5 (2025)
A comparative study of customers’ perceptions of service quality dimensions between public and private banks in Ethiopia
Authors
Teshale Terefe
Abstract
Banking firms like other service providing
firms are trying to improve their service quality to make customers satisfied
with their services in order to survive in the dynamic business environment.
The main purpose of the study is to identify differences between the private
and public banking sectors in terms of service quality perceptions in the view
of corporate customers in Ethiopia. Data was collected from total 270 customers
of commercial banks of Ethiopia by using stratified sampling methods and
self-administered questionnaire. The questionnaire consisted of two parts.
First, perceived service quality was measured using modified Servperf model.
Second, business profile variables were included. The data collected was
analyzed through statistical tools such as, descriptive statistics and
Independent sample T-test. The results show that, there is a significance
difference between public and private banks regarding the overall service
quality dimensions taken together
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Pages:60-64
How to cite this article:
Teshale Terefe "A comparative study of customers’ perceptions of service quality dimensions between public and private banks in Ethiopia". International Journal of Commerce and Management Research, Vol 11, Issue 5, 2025, Pages 60-64
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