Leadership Style and Service Quality On Customer Satisfaction A Qualitative and Quantitative Exploration In Ethiopian Banks

Abstract

Back Ground/orientation: Leadership is a complex, multifaceted process concerned with the art of influencing followers in a particular direction which involves casting a vision, goal setting and motivating people .

Purpose : The purpose of this study is to examine measured the relationship of leadership styles and service quality on customer satisfaction in the case of the Ethiopian banks  .

Method : A total of 385 Bank Customers drawn from  commercial banks  were included using simple random sampling techniques and purposive sampling techniques. Structured questionnaires were distributed and  85 % (327) of respondents are completed and responses were returned. Interviews were also conducted with management bodies of the banks. Data were collected using SERVQUAL  model ,Multi-factor Leadership Questionnaire and analyzed using descriptive and inferential statistics.

Finding /Results : The results of the descriptive analysis shows that transformational leadership had high and significant correlations with all the leadership variables perceived leadership effectiveness . Thus, the study suggested that public and private commercial banks  of Ethiopia should be used  transformational leadership that helps to get a quality services finally staff satisfaction, while transactional leadership had moderate and significant relationships with customers .Besides, laissez-faire leadership style had low and non-significant relationships with all the three measures of leadership outcomes.

Conclusion: The study concludes that the customers   of private commercial banks   have a moderate level of transactional leadership behavior. The comparative   data on others   leadership styles of the public and private commercial banks   customers were not significantly different.

Contribution /Value Add : The researchers out comes offer valuable insights in to how transfer leadership styles can enhance service quality and pro active measures for its implementation .