Here is a compounded abstract combining the two abstracts from the provided document:

ABSTRACT

The main purpose of this study was to assess the effect of service quality on customer
satisfaction taking Bank of Abyssinia as a case study. Questionnaire survey approaches were
employed to see the customer's perceived value of the service of Bank of Abyssinia, applying the
SERVPERF instrument dimensions developed by Cronin and Taylor in designing the
questionnaires.

The study aimed to know the level of customer satisfaction in the services provided by Bank of
Abyssinia and identify the factors that influence customer satisfaction, based on customer
satisfaction regarding five service quality dimensions: tangibility, reliability, responsiveness,
empathy, and assurance.

The researcher took 324 sample respondents selected conveniently from six Grade-3 branches in
Addis Ababa for one part of the study. For another part, a structured 5-point Likert scale
questionnaire was personally administered to 110 customers sampled from 10 branches.

The findings indicate that the service quality of Bank of Abyssinia satisfied all three customer
segments: Retail (mean 4.08), SME (mean 3.91), and Corporate (mean 3.83). Empathy and
Assurance had the highest perceived service quality. Regression results show empathy had the
highest impact on customer satisfaction, followed by assurance and responsiveness. However,
there were insignificant differences in tangibility and assurance between customer segments but
significant differences in reliability, responsiveness, and empathy dimensions.

Overall, 64% of customers were satisfied with Bank of Abyssinia's service. Tangibility, Assurance,
Empathy, customer's sex, and number of years as a customer significantly and positively
influenced satisfaction.

The study recommends the bank focus on improving tangibles, investigate reasons for unsatisfied
customers, and address customers neutral about satisfaction. It provides useful insights into
current customer satisfaction levels of Ethiopian banks.