Abstract            Volume:7  Issue-3  Year-2019         Original Research Articles

Online ISSN : 2347 - 3215 Issues : 12 per year Publisher : Excellent Publishers Email : editorijcret@gmail.com

This study aims to investigate the members’ satisfaction with service performance of urban saving and credit cooperative. SERVPERF model was used to determine members’ perceptions of service quality. The present study was conducted at Gadeb-hasasa woreda of Western Arsi zone based on the data that was collected during the year of 2017-2018 to investigate members’ satisfaction with the services of urban saving and credit societies the case of Gadeb-hasasa woreda. In this study, multi stage sampling procedure was employed. In the first stage, due to shortage of time and resource, Gadeb-Hasasa woreda was purposively selected for the study. In the second stage, there are two types of saving and credit cooperative societies, urban based and rural saving and credit cooperative societies in the selected woreda. The urban saving and credit cooperative society was selected purposively because of availability of transportation to collect data. In the third stage, there are only two urban saving and credit cooperative societies in this woreda. Therefore, two of them were selected by using census method. In the fourth stage, from the two saving and credit cooperative societies, totally 275 sample size was selected by using simple random sampling method. Both qualitative and quantitative data from the primary and secondary sources were used to undertake this study. Interview schedule was used to collect data for the study. Descriptive statics (Frequency, percentages, mean, standard deviation), inferential statics (reliability test, Pearson correlation, multiple linear regression model) were used to analysis the present study. In this study both descriptive and explanatory study design were used. The main finding of this study was the urban service quality level was medium whereas the members’ satisfaction level was high. There was strong relationship between service quality dimensions and members satisfaction. The next major finding of this study was, the assurance, empathy and reliability dimensions of service quality explaining members’ satisfaction significantly. Finally, since improvement in assurance, empathy and reliability would lead to increase the members’ satisfaction, it is recommended for saving and credit cooperative to invest on them which in turn improve members’ satisfaction.

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