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PART ONE

provide your answer on separate paper.

CASE DESCRIPTION

1. THE TITLE OF THE STUDY:

a.
b.
c.
d.
e.
f.
g.
HYPOTHESIS
worksheet

Direction: The following cases indicate partial picture of study conducted ON SERVICE QUALITY AND
CUSTOMER SATISFACTION ON ETHIOPIAN BANKING INDUSTRIES. Read the case carefully and

SERVICE QUALITY AND CUSTOMER SATISFACTION ON ETHIOPIAN

BANKING INDUSTRIES
2. Conceptual Model of the study

Source: Smith R.(2011). Measuring service quality Using SERVIQALin Nigerian Banks

3.
Tangibility is not a challenge for customer satisfaction
Reliability of users is positive towards customer satisfaction
Working on responsiveness improves prospect for customer satisfaction
Customer satisfaction do not have difference between gender
Private banks are better in service quality than government
Female users are better satisfied by service quality of banks than male users
Satisfaction does not differ among different experience group in using banks

4. DEMOGRAPHIC VARIABLES AS USED IN THE QUESTIONNAIRE

Experience As A Customer In
Current Bank
a. 0-5yrs
b. 6-10yrs
c. 11-15

5. RESULT
d. 16-20

SEX
1. male
2. female
Your Preferred Bank To
Use
1. Government
owned banks
2. Private banks
Table 4.1 Tangibility, Responsiveness and reliability of Service quality among different experience group
Selected Experience in Test Statistics
N Mean
Variables current bank F Df Sig.
0-5 19 116.24
Tangibility of 6-10 50 100.57
12.26 4 .61
service 11-15 54 95.12
16-20 27 111.85
0-5 19 71.18
Responsiveness of 6-10 50 118.32
41.51 4 .61
service 11-15 54 115.08
16-20 27 93.26
0-5 9 51.56
Reliability of 6-10 35 59.07
44.11 4 .00
service 11-15 54 116.89
16-20 27 85.65
Significant Levels: *P≤0.05 Source: Primary Data
Table 4.2 Tangibility, Reliability and Responsiveness between Genders

Selected Test Statistics

Gender N Mean
Variables T Df Sig.
Male 71(37%) 95.30 4210.50 1 .00
Tangibility of
service Female 121(63 97.20
%
Male 71(37%) 99.81 4060.50 1 .00
Reliability of
service Female 121(63 94.56
%)
Male 71(37%) 100.68 3999.00 1 .00
Responsiveness of
service Female 162 59.07
(84%)
Significant Levels: *P≤0.05 Source: Primary Data
Keys: 1-Strognly Disagree, 2-Disagree, 3.Nuteral, 4-Agree, 5-Strongly Agree

Table 4.3 SERVICE QUALITY PERCEPTION

Selected Type of banks by Test Statistics

N Mean
Variable ownership T Df Sig.
Service Government Owned 72 121.43 2525.00 1 .00
Quality Banks
perception Privately Owned 120 181.54
Banks
Significant Levels: *P≤0.05 Source: Primary Data
Table 4.4 Regression Model for “Customer satisfaction” as Dependent Variable
Challenge Predictors Model I sig Part
Unstandardised Standardized T value correlation
Coefficients Coefficients
B ß
Tangibility of service .016 .003 .02 1.9 0.33
Responsiveness of service 1.328 .249 .01 2.1 0.42
Reliability .744 .179 .03 4.5 0.69
R² 0.84
Significance 0.03
Significance level*P≤ 0.05 (2-tailed) Source: Primary Data

QUESTIONS
1. Watch out the model of the study what is the value of this model to any study?
2. From list of hypothesizes above which one is H 0 or H1 (only indicate letters)? What does it
mean?
3. Indicate the scale for demographic variables questioned above (nominal…). Describe your
reason?
4. To analyze, interpret and to test hypotheses obtaining cumulative mean is fundamental for
Reliability of service (included six questions), Tangibility (included 7 questions) and
responsiveness (included 10 questions). Describe the approach to do this using SPSS? How
do you determine total service quality?
5. The study tried to see grouped difference using t-test or ANOVA. What does it mean to
you? What kind of sampling technique was used as a base for this primary data? Is it
parametric or non parametric test? Discuss the alternative ways of test statistics after you
take stand on these questions: in terms of testing group difference, sampling, type of test?
6. Analyze, interpret and discuss each table and conclude the findings.
Part two

1. The general manager of a Durban Cement production plant feels that the performance
employees of may be related to employee satisfaction. collected questionnaire on
satisfaction and employees indicated as fallows

respondent Satisfaction performance

s
1 4 4

2 10 6
3 15 8
4 12 6
5 8 5

6 6 2
7 8 3
8 8 3
A. Compute values for the slope b and intercept a.
B. Determine a point estimate performance when satisfaction is 16
C. Using the data you processed develop a 95 per cent prediction interval estimate for the
specific number of perfomance where satisfaction is 18. (given critical table t value at 95
percent confidence is 1.96, t-value for n – 2 = 8 – 2 = 6 degrees of freedom = 2.45)
D. What is r and r2 that would indicate percentage prediction of performance based on
satisfaction of employee?

2. Unity university want know satisfaction difference among employees. Watch the result
below and confirm the existence of difference.

25-35 36- 46-65

45
3 4 4

2 6 6
4 2 8
8 4 6
6 8 5

5 6 2
4 8 3
4 8 3

Part three
1. Questionnaire has different parts when you structure it. Discuss these parts clearly.
What is the behavior of good questionnaire

(Tarekegn D. (PhD)-Course Instructor)