Mesay Sata

The major aim of the research paper is to measure the quality of service offered by private banks operating in Ethiopia. Moreover, it tries to investigate the relationship between service quality, customer satisfaction and loyalty. The five dimensions of SERVPERF model i.e. reliability, assurance, tangibility, empathy and responsiveness were used to measure the quality of service offered by the private banks. In order to achieve the aims, both primary and secondary sources of data were used. The primary data were collected through administrating questionnaire. Convenient sampling procedure was used to obtain 260 responses from customer of banking services in Hawassa city on the 22 item SERVPERF scale measure perception regarding their respective banks service. Correlation and multiple regressions were used to investigate the relationship between dependent and independent variables. The correlation results indicate that there is a positive correlation between the dimensions of service quality and customer satisfaction. The results of the regression test showed that offering quality service have positive impact on overall customer satisfaction. The research proves that empathy and responsiveness plays the most important role in customer satisfaction level followed by tangibility, assurance, and finally the bank reliability. The research findings also indicate offering high quality service increase customer satisfaction, which in turn leads to high level of customer commitment and loyalty.

The study was to assess the entrepreneurial future intention of student in three selected universities. Intention towards entrepreneurship was measured through three dimensions of
entrepreneurship, i.e. family business background, perceived desirability and perceived self efficacy. The sample consisted of 405 graduating class students, from which 135 students from
Hawassa University and 135 students from Dilla University and the remaining 135 students are from Arbaminch University were collected through a questionnaire. The results indicated that there is positive relationship between the dimensions of entrepreneurship and intention towards entrepreneurship among university students. Moreover, the two dimensions of entrepreneurship, i.e. family business background and perceived self-efficacy explain the variation on students’
intention to start a new venture.