Document Type : Original Research Paper


Ethiopia 22



This study is conducted to identify the potential factors affecting IFB services and customer satisfaction under the Commercial Bank of Ethiopia (CBE) in Bale Robe, Ethiopia. Cross-sectional study designs such as quantitative and qualitative approaches were used. Cluster method and systemic random sampling methodology were also used to select IFB account holders. The study showed that the mean difference of IFB service satisfaction among age category of the study participants and the difference were attributed to in age group of 21 to 30 years and 31 to 40 years (P= 0.028). The study also revealed as there is no variation in satisfaction with IFB service across participants’ occupation (F= 1.374 and P-value= 0.243). Socio-cultural factor were also identified to have a significant positive influence on IFB customer satisfaction. Governmental policy and regulation were found to be negatively significant predictor of IFB service (unstandardized beta coefficient = -0.229). In conclusion, relatively good progresses in trends of customer frequency, significant mean variation of IFB service customer satisfaction were seen across different age group of the respondents. The IFB customer satisfactions have significant strong negative correlation with governmental policy and regulation. Based on the above results the need to improve the knowledge and perception of community, expansion and sustaining of IFB service for the larger nation were forwarded as a recommendation. IFB system, the governmental policy, rule and regulation has to be revised.


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