COLLEGE OF BUSINESS ANDDEPARTMENT OF MBA

Reviewed article: Bank Service Quality, Customer Satisfaction and Loyalty in

Ethiopian Banking Sector.

Reviewed by GROUP MEMBERS

1 : MUBAYIN NURIYE :
2: JEMALADIN AREGA
3: RHIMAL MUSTFA
4: ERASE AREGA
5: FETU MENCHA
6 :TEKETEL
7:ZEYITUNA KESISA

Submitted to:
Submitted date: NOV 11, 2023 G.C
Introduction for the reviewing article
This article review were done at graduate student level for academic reason and the teacher want
permit student in doing research by learning from well experienced researchers by assessing the
work of them. Based on this objective, the reviewer sum up all articles topics, sub-topics and
assess the work of Erimies Anderge on the title of the Bank Service Quality, Customer

Satisfaction and Loyalty in Ethiopian Banking Sector . The reviewer identified the introduction,
the hypotheses, data gathering instruments and techniques, analysis of data, the major findings,
and conclusion, the general critiques on the weakness and strength of the research, and the
reviewer opinions about article are discussed.

Summary for the reviewing article

In this reviewed article, the researcher conducted his study on the title: bank service quality,
customer satisfaction and loyalty in Ethiopian banking sector. In this article, the abstract,
introduction and the structure of the article were well articulated. Also, the researcher was given
more emphasis based on five dimensions of service quality: reliability, loyalty, responsiveness,
assurance and empathy according to initial title. The researcher was developed three hypotheses
in order to guide this study. The review related literature focused on Service quality and
customer satisfaction and Customer satisfaction and loyalty. The research method more or
less employed in good manner and to made analysis he used descriptive statics:
mean ,standard deviation and inferential statics: correlation and regression to analyzed and
interpreted the data. In this study both primary and secondary sources of data were used to
collect the needed information from the sources. In this reviewed article, the primary data were
collected through administrating questionnaire from selected customers. In order to get the
answer for questions, 25 questionnaires were distributed to 25 customers of private banks in
Hawassa city except Tsaday Bank and GILOBAL Bank . From the 25 questionnaires, 24
responses were received. To examine reliability of the scale dimensions, Cronbach alpha was
calculated and was
0.91 and concluded that the measures used in this study are valid and reliable. The demographic
characteristics of the respondents analyse in good way. In this reviewed article, the results shows
all service quality dimensions are positively correlated with customer satisfaction indicating
quality banking service as a prerequisite for establishing and having a satisfied
customers. According to the correlation result, empathy and responsiveness are the dominant
determinants of customer satisfaction. This indicates that banks required initializing provision of
caring, individualized attention given to the customers. Moreover, managers should encourage
service recovery and problem solving attitude prevailing in their banks. The positive significant
coefficient for customer satisfaction and loyalty relationship suggests higher customer
satisfaction on banking service and the higher the loyalty of customers towards the banks. Thus,
satisfied customer is important in developing a loyal customer. Therefore, organizations should
always strive to ensure that their customers are very satisfied.
Customer loyalty and retention is potentially one of the most powerful weapons that financial
institutions of can employ in their fight to gain a strategic advantage and survive in today’s ever-
increasing competitive environment. According to my review, the researcher more give emphasis
to banks need to develop strategies that enhance loyalty of their customers.
Finally, the researcher concluded that the main aim of the study was to assess the service quality
of private banks and its impact on customer satisfaction. The study also tried to test the
relationship that exists between customer satisfaction and their loyalty. The mean score values
for service quality dimensions was between 1.6 and 2.4. This indicates that improvements of
service quality should be conducted on all the five service quality dimensions, especially the
dimensions of responsiveness and empathy. This study also found a positive relationship
between all service quality dimensions and customer satisfaction. In my perspectives, the
researcher was contributed in his studies to improve service quality of private banks in
EXCELLENT manner.
Give your main impressions of the articles, including whether it is novel and interesting,
whether it has a sufficient impact and adds to the knowledge base related to the course.

In terms of my reviewing, the article is interesting and has sufficient impact on bank service. It is
highly emphasized on quality service, customer satisfaction and loyalty. According to researcher,
delivering of quality service foster customer satisfaction and engage loyalty in bank service. It is
crucial for private banks as a spring board to enhance their bank services. I understood that
delivering of quality service to customers is a prominent asset to stay customers in bank system
through satisfaction. So, I have learnt and got knowledge related to my course because I have
learnt how to conduct business research related my field and it helps as a road map to carry out
my thesis futurly related to field of study.

Strengths for the reviewing article

Based on the reviewer point of view, the following Strengths of the reviewed article are
identified as follows:-
 The authors revealed introduction part which is appropriately stated
 Key words are significantly indicated under abstract part.
 The authors undertake their studies on a relevant and important title to strengthen
customer satisfaction through delivering quality service.
 The authors supported their research with appropriate and relevant literature
 The author used appropriate hypothesis testing and statics to get precision findings to
reach conclusion.
 The authors clearly explained the hypothesized service quality SERVQUAL model
 The hypothesis statement in the reviewing article are well stated and very clear
 The data gathering instrument and sampling techniques clearly explained
 The authors endeavor to integrate their findings in the context of the previous literature
reviewed and presented in their article.
 It is appreciated that the authors the way of explanation on the problems and results of
their studies with appropriate statistical evidences briefly.
 The authors stated findings and conclusion.
 The authors did their research with appropriate citation to minimize plagiarism.
 The authors stated hypothesis, the major findings and conclusion are interrelated and
linked each other and achieved his study.
Limitation for Reviewing Articles
According to my reviewer, some of the limitations that faced in this article are:
 There is no recommendation and suggestion for improvement in the reviewed article.
 The sampling technique didn’t clear and contradicts each other.
 The type of interview whether it is structured or semi-structured didn’t mentioned by the
researcher in this article
 Research design didn’t mention in this study.
 The abstract of the article didn’t incorporate purpose of the study and research approach
employed
 The authors didn’t clearly set general and specific objectives and didn’t highlight the
significance, and limitation for their studies.
 The authors didn’t employ the research design.
 The authors no clearly indicated about sample and sample size in their studies
C/ Comment and Suggestion to improve articles
 Putting recommendation in article is very important to take remedial action to solve the
problems and the back bone of work is polite, to know about briefly explanation about
product. Than 100+% protocol keep???
 I suggest to employ descriptive survey research design of cross sectional type and
approach in this article because research design is the strategy of how to address your
research problem and provides the overall structure for the procedures that researcher
conducts. Research design is planning
 Also, I suggest to use clear sampling, sampling techniques and sampling procedures to
gather relevant information from respondents to get solution to the problems.
 The authors must be clearly set general and specific objectives and highlight the
significance and limitation for his studies
 The Title is very clear and attractive to the reader. There is no ambiguity.
 In the reviewing article under the Abstract part, it provided the short summary about the
paper and revealed about the aim/purpose of research, the source of data, the sampling
techniques and procedures, the number of respondents. But there is no any
recommendation and direction for further investigation. As a reviewer, I will give
comments and suggestions to develop objectives, appropriate sample and sampling
techniques and research design and recommendation under abstract.

Hypothesis for reviewing research

Consistent with the foregoing review, the author hypothesized three hypotheses which were
guiding this study. The authors have stated 3 hypotheses. Those hypotheses’ are: there is a strong
relationship between service quality dimensions and customer satisfaction in banking services:
(H1), there is relationship between service quality and customer satisfaction in banking services
(H2), and there is relationship between customer satisfactions and loyalty in banking services
(H3). Based on this hypothesis, the researcher gather relevant data and interpreting and
analyzing the data and found findings to answer the hypothesis.

Research Method for reviewing article

Regarding to the reviewer, the researcher was employed Purposive probability sampling method
to identify the sample respondents while reviewer point out that purposive sampling is not
probability sampling but it is non-probability/non-random sampling design. The sampling
technique and was not appropriate, clear and even if contradicts each other. For instance, the
researcher stated that convenient sampling was used to select respondents from customer of
banking services in AA city and on the other side he used purposive sampling design to select
respondents. The researcher also didn’t mention about the degree of agreement with each of the
items on five point likert scale in his study. In terms of questionnaire preparation, the screening
process missed 5 data items which result excluding responses from the study. The data was
collected based on questionnaire from selected customers and interview also conducted

Results of the reviewing Article

In this reviewed article, the researcher used appropriate analysis based on Correlational and
multiple regression statistics and based on such statics he found that all service quality
dimensions are positively correlated with customer satisfaction indicating quality banking
service as a prerequisite for establishing and having satisfied customers. According to the
correlation result, empathy and responsiveness are the dominant determinants of customer
satisfaction. This indicates that banks required initializing provision of caring, individualized
attention given to the customers. Moreover, managers should encourage service recovery and
problem solving attitude prevailing in their banks. Also, he shows that the positive significant
coefficient for customer satisfaction and loyalty relationship suggests higher customer
satisfaction on banking service and the higher the loyalty of customers towards the banks. Hence,
the researcher confirms that satisfied customer is important in developing a loyal customer and
organizations should always strive to ensure that their customers are very satisfied.

Conclusion for the Reviewing Article

In this reviewed article, the main aim was to investigate the service quality of private banks and
its impact on customer satisfaction and tried to test the relationship that exists between customer
satisfaction and their loyalty. The mean score values for service quality dimensions was between
1.6 and 2.4. This indicates that improvements of service quality should be conducted on all the
five service quality dimensions, especially the dimensions of responsiveness and empathy. In this
reviewed article, the researcher found a positive relationship between all service quality
dimensions and customer satisfaction. The results of this research confirmed the theory of
literatures regarding the relationship between service quality dimensions and customer
satisfaction. Therefore, the conclusion addressed the hypothesis posed and it was consistent with
evidence and argument based on interpretation and analysis.
 Language Clarity for reviewing research
In terms of language, the reviewing article was readable and the flow information was attractive
for the readers. There is No One is shuri in this world clarity problem. It is clear and readable.

Reference correction and citation per standard for reviewing

articles
1. Citation problems in terms of year difference
The researcher cited Babakus and Boller (1992) but under references he putted Babakus E,
Boller GW (1982).
The researcher cited Buttle (1996) but he referenced Buttle (1998).
The researcher cited Juran (1988) but referenced Juran (1986).
2. Citation problems in terms of number of authors
In reviewed article, the researcher cited Lee et.al., (2000) but referenced Lee (2000).
Also, the researcher cited Tee et al., (2012) but referenced Tee (2012)
3. Citation problems in case of Plagiarism
Kasper et al., 1996 and Sit et al., 2009 were cited in article but not referenced.
4. Citation problems in case of APA
The reviewed article referenced style was old and didn’t follow the new and recent APA 6 th
edition style. And also didn’t cited as per standard

Reviewer outlook
 There is NO best article/research that free from critics, limitation and weakness in some
extent even if the result is excellent. Even though the article has some limitations the
reviewer appreciates and agrees with result and suggestions of the studies i.e. because of the
results were logically truth, most of the weakness does not affect the result of the study.
 What is the major objective of the article?
:-The major objective of article are Bank Service Quality, Customer Satisfaction and Loyalty in
Ethiopian Banking Sector how the attraction of Ethiopian bank industry.
Everything you need to know about the organizational theories. Organizational theory is
the sociological study of formal social organizations, such as businesses and
bureaucracies, and their interrelationship with the environment in which they operate.

What are the theories/concepts discussed in the paper and how do they compare?
:-The concept of this this paper is the exact information of Ethiopian bank industry and the
theories of overall discussed and compare both of in Ethiopian bank industry and other
country then Ethiopian is the latest to other country .

 If the author argues supporting/rejecting a theory/specific Organizational Behavior concept,

 I found a guideline for writing an article review on Studocu that might help you answer
your questions
 The guideline suggests that when reviewing an article, you should evaluate the theories
the author presents as a basis of the study and comment on the validity of the position the
author has taken.
 If the author argues supporting or rejecting a theory, you should assess the author’s
arguments and evaluate the validity of their reasons. You should also evaluate how well the
conclusions of the article align with the findings of the study what are her/his reasons and
how valid are the reasons
 How well are conclusions of the article aligned with the findings of the study?

Finally, note that the conclusions are usually written in the Discussion
section, but at times, can be a separate section (after the Discussion).

For more insights and information on writing the conclusion, you may refer
to these resources:

 Is it okay not to have conclusion but only implication in qualitative

research?
 What is meant by relevance to clinical practice?
 How to write the most effective results and discussion sections.
Hope that helps. All the best for wrapping up – and then submitting – your
paper!

 In your opinion, what were the strengths and weaknesses of the paper?

Strengths for the reviewing article

Based on the reviewer point of view, the following Strengths of the reviewed article are
identified as follows:-
 The authors revealed introduction part which is appropriately stated
 Key words are significantly indicated under abstract part.
 The authors undertake their studies on a relevant and important title to strengthen
Customer satisfaction through delivering quality service.
 The authors supported their research with appropriate and relevant literature
 The author used appropriate hypothesis testing and statics to get precision findings to
Reach conclusion.
Limitation for Reviewing Articles
According to my reviewer, some of the limitations that faced in this article are:
 There is no recommendation and suggestion for improvement in the reviewed article.
 The sampling technique didn’t clear and contradicts each other.
 The type of interview whether it is structured or semi-structured didn’t mentioned by the


Your review report should be structured as follows:

1) Summary of the article focusing on the following major issues
- Purpose of the article/ Problem statement
- Specific objectives it tries to achieve
-- Specific objectives articles is customer satisfaction of bank industry in Ethiopia
- Data used (including its type-Quantitative or qualitative)
This articles data used both quantitative and qualitative
- Method of data analysis
Data analysis : is the process of collecting, modeling, and analyzing
data using various statistical and logical methods and techniques. Businesses
rely on analytics processes and tools to extract insights that support strategic
and operational decision .

- Findings, Conclusions, and recommendations.

Your evaluation of the article based on the points 2 through 4.

In the point evaluation over all based point two it is good
Your comment on point number
ALL points are essential B/C one articles over all don’t only by writ but in fact work it.
What exactly does the work contribute and relate to the overall topic of your course?
What exactly does the work contribute and relate to the overall topic of your Your review
report should be structured as follows: Summary of the article focusing on the following
major issues Purpose of the article/ Problem statement Specific objectives it tries to achieve
Data used (including its type-Quantitative or qualitative