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The Effect of Banking Innovation on Customer Satisfaction in Commercial Bank of Ethiopia

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dc.contributor.advisor Belayneh, Temesgen (PhD)
dc.contributor.author Belete, Yegzeru
dc.date.accessioned 2021-01-11T12:14:51Z
dc.date.available 2021-01-11T12:14:51Z
dc.date.issued 2020-06
dc.identifier.uri http://etd.aau.edu.et/handle/123456789/24611
dc.description.abstract This study was to examine the effect of banking innovation case study on customers of commercial bank of Ethiopia in south Addis Ababa district. The study tests five dimensions of innovation which is product, marketing, service, technological and process innovations whether there is a relationship on customer satisfaction in CBE. Five research hypotheses are constructed in the literature review. This study was intended to examine the effect of banking innovation on customers’ customer satisfaction in Commercial Bank of Ethiopia. Particularly, it was focused on examining the effect of banking innovation in creating customers’ satisfaction in terms of five dimensions: namely product, marketing, service, technological and process innovation. Both descriptive and explanatory designs with quantitative approach were employed. Data were collected using five point scale self-administered questionnaire from 366 customers that were sampled across 10 branches of CBE supervised under south Addis Ababa districts. After all appropriate statistical assumptions were checked and confirmed data were analyzed through descriptive and inferential statistical tools by the help of SPSS version 20. According to the data, about 66% of the variation in customers’ satisfaction can be explained by the dimensions of banking innovation. Result also shows that three of proposed dimensions of banking innovation namely(product, marketing and technological innovation),has a positive effect on customer satisfaction and service innovation found to have negative effect on customer satisfaction, however process innovation found to have statistically insignificant to analyze. Finally, it is recommended that as the management of CBE who desire to improve on customer satisfaction should invest much of the company’s resources into product innovation, marketing innovation and technological innovation en_US
dc.language.iso en_US en_US
dc.publisher Addis Ababa University en_US
dc.subject customer satisfaction en_US
dc.subject banking innovation en_US
dc.subject product en_US
dc.title The Effect of Banking Innovation on Customer Satisfaction in Commercial Bank of Ethiopia en_US
dc.type Thesis en_US


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