FACTORS AFFECTING CUSTOMER SATISFACTION: THECASE OF SILTE ZONE FINANCE OFFICE

ABSTRACT This study was aimed to investigating factors affecting customer satisfaction in Silte Zone finance office. Service dimensions including (tangibility, responsiveness, reliability, service capacity, and service price) have impact on customer satisfaction. The researcher used mixed types of research approaches. In this study both primary and secondary data were used. Primary data was collected via self-administered questionnaire distributed to 381 customers of finance office in silte zone. From the total of distributed questioner 312 were collected.The study used Stratified random sampling techniques were used to collect data from the respondents. The data analysis using SEM (Structural Equation Modelling). The result of the correlation analysis of factors affecting customer satisfaction in silte zone finance office indicates that tangibility, responsiveness, reliability and service capacity are significant effect on customer satisfaction. The Amos result of the study implies that service price has not significant effect on customer satisfaction. In order to build trust and confidence the finance office should make ready with knowledge required & update throughout accordingly.