Source: Data (2013) Moreover, the issue concerning about the bank whether the customer will choose CRDB Bank among other Banks the Figure 4.6 indicate that respondents are highly agreeing to choose the CRDB bank over other banks because customers felt satisfied toward their service quality. This is because the average score was 4.3 which is more than 4.0. 4.4.1 Summary of Results on Percevied Variables The results indicated that most of variables returned an overall mean score of 4.0 points out of 5.0 points. Customers felt that the tangibility and assurance of the bank services quality returned an overall mean score greater than 4.0 points which was 4.1 points and 57 respondent claim to be satisfied. This result indicates that customers are satisfied with assurances and tangibility of the bank services quality. While the results indicated that customers returned a mean score of 4.0 points which is responsiveness and reliability respectively. This result indicated that customers are moderately satisfied from the services quality of reliability and response of the bank staffs. However, the services quality of the empathy variable returned an overall mean score of 3.8 which less than mean of 4.0, thus, results to moderate satisfaction in the attention of the bank toward customers. Also, there are results that indicated in general the satisfaction of customers towards the services of banks seem to be more than 4.0 points. Whereas, the overall mean score of 4.1 points which indicates that there are customers who are moderately satisfied As shown in Table 4.7.
Source: Data (2013) Moreover, the issue concerning about the bank whether the customer will choose CRDB Bank among other Banks the Figure 4.6 indicate that respondents are highly agreeing to choose the CRDB bank over other banks because customers felt satisfied toward their service quality. This is because the average score was 4.3 which is more than 4.0. 4.4.1 Summary of Results on Percevied Variables The results indicated that most of variables returned an overall mean score of 4.0 points out of 5.0 points. Customers felt that the tangibility and assurance of the bank services quality returned an overall mean score greater than 4.0 points which was 4.1 points and 57 respondent claim to be satisfied. This result indicates that customers are satisfied with assurances and tangibility of the bank services quality. While the results indicated that customers returned a mean score of 4.0 points which is responsiveness and reliability respectively. This result indicated that customers are moderately satisfied from the services quality of reliability and response of the bank staffs. However, the services quality of the empathy variable returned an overall mean score of 3.8 which less than mean of 4.0, thus, results to moderate satisfaction in the attention of the bank toward customers. Also, there are results that indicated in general the satisfaction of customers towards the services of banks seem to be more than 4.0 points. Whereas, the overall mean score of 4.1 points which indicates that there are customers who are moderately satisfied As shown in Table 4.7.
DISSERTATON_%2D_NOGATH_FINAL.docx