Hawassa University College of Business and Economics ...

[Pages:123]Hawassa University College of Business and Economics School of Management and Accounting

Assessing the impact of Core Banking and service quality on Customer Satisfaction in Commercial Bank of Ethiopia (A case of Bishofftu Branch)

By: Endalkachew Abebe A research project submitted in partial fulfillment of the requirement for masters of business administration degree in marketing Management

June 2013 Hawassa, Ethiopia

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Hawassa University College of Business and Economics School of Management and Accounting

Assessing the impact of Core Banking and service quality on Customer Satisfaction in Commercial Bank of Ethiopia (A case of Bishofftu Branch)

By:

Endalkachew Abebe A research project submitted in partial fulfillment of the requirement for masters of business administration degree in

marketing Management

Advisor: Dr. Birihanu Borji (PhD) Associate professor in Marketing Mgt

Co advisor: Seid Mohamed (Ato)

June, 2013

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Hawassa University School of Graduate Studies

Project Title: Assessing the impact of core banking and service quality in CBE (case of Bishoftu branch)

By: Endalkachew Abebe

College of Business and Economics School of Management and Accounting

Postgraduate Program

Approved by:

___________________________________ Advisor

_____________________ Signature

____________________________________ Co-advisor

___________________________________ Examiner

___________________________________ Chairperson

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__________________ Signature

___________________ Signature

___________________ Signature

Declaration I, the undersigned, declare that this research paper is my original work and that all sources of the materials in the research paper have been duly acknowledged. The matter embodied in this project work has not been submitted earlier for award of any degree or diploma to the best of my knowledge and belief. Name: Endalkachew Abebe Signature: _________________________ Date: _____________________________

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Acknowledgements

I sincerely express my profound gratitude to Dr Birehanu Borji (ass. pro) my advisor and Mr. Seid Mohamed and my co-advisor for their intelligent guidance and help during the whole project process. I cannot forget my mom; Yeshi T. and my spouse Betelihem S. for their encouragement and support in this project. Finally, I would like to thank all my friends for their impactful contribution in this project

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CERTIFICATE

We, hereby certify that, Mr. Endalkachew Abebe student of Masters of Business Administration at Hawassa University, College of Business and Economics, School of Management and Accounting, has completed his research project on "Assessing the impact of core banking and service quality on customer satisfaction", under our advice, guidance and supervision.

___________________________________ Advisor

___________________________________ Co-advisor

________________________ Signature

________________________ Signature

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Table of Contents

A. Table of contents................................................................................7 B. List of tables.....................................................................................10 C. Acronyms.........................................................................................13 D. Abstract..........................................................................................14

Acknowledgements .................................................................................................................5 Chapter one...........................................................................................................................15 Introduction..................................................................................................... ...................... 15 1.1. Background of the study ................................................................................................15 1.2. Statement of the problem ...............................................................................................18 1.3. Objectives of the study ..................................................................................................19 1.3.1. General objective .......................................................................................................19 1.3.2. Specific objectives .....................................................................................................19 1.4. Research question..........................................................................................................20 1.5. Significance of the study................................................................................................20 1.6. Scope of the study .........................................................................................................21 1.7. Limitation of the study...................................................................................................21 1.8. Organization of the study...............................................................................................21 Chapter Two .............................................................................................................................22 Literature Review......................................................................................................................22 2.1. Overview.......................................................................................................................22 2.2. IT in Banks....................................................................................................................22 2.3. Core banking services....................................................................................................23

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2.4. Benefits of Core Banking...............................................................................................25 2.4.1. Benefits to the bank ...................................................................................................25 2.4.2. Benefits to Customers ................................................................................................27 2.5. Threats and Risks of Core Banking ................................................................................27 2.6. Core Banking Service Quality........................................................................................28 2.7. Service Quality..............................................................................................................32 2.8. Characteristics of Services .............................................................................................34 2.9. Service Quality Dimensions...........................................................................................36 2.10. Customer Satisfaction ................................................................................................38 2.11. Factors that cause Customer Satisfaction....................................................................41 2.12. Customer Satisfaction in Banking Services Context ...................................................43 2.13. Empirical framework .................................................................................................45 A. Distinction between Service quality and Customer satisfaction ..........................................45 B. Relation between service quality and customer satisfaction................................................47 C. Relation between Core Banking and Customer Satisfaction ...............................................48 2.14. Previous Studies ........................................................................................................50 2.15. Conceptual framework...............................................................................................53 Chapter Three ...........................................................................................................................56 Research methodology..............................................................................................................56 3. Introduction.......................................................................................................................56 3.2. Research design.............................................................................................................57 3.3. Types of data .................................................................................................................57 A. Primary data ......................................................................................................................57 B. Secondary data ..................................................................................................................58

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