Development Economics

Permanent URI for this collection

http://etd.aau.edu.et/handle/12345678/173

Browse

Browsing Development Economics by Author "Abera Legesse"

Now showing 1 - 2 of 2
  • No Thumbnail Available
    Item
    Effect of E-Banking Service Quality on Customer Satisfaction: The Case of Nib International Bank S.C. In Addis Ababa
    (A.A.U, 2026-02-01) Eyerusalem Melese; Abera Legesse
    The primary objective of the study was to examine the effect of E-banking service quality on customer satisfaction at NIB International Bank S.C. in Addis Ababa. This research is highly relevant to stakeholders in the banking and financial services sector, as it offers practical insights into leveraging E-banking innovations to enhance customer satisfaction and maintain a competitive edge in a rapidly digitizing financial environment. A quantitative research approach with an explanatory research design was employed and data were collected from 390 E-banking user using structure questionnaires aligned with the study objectives and relevant literature. Statistical tools like explanatory correlation techniques and multiple regression analysis were used in data analysis. The finding indicated that all e-banking service dimensions recorded mean scores above the midpoint indicating generally positive customer perceptions. Customer satisfaction was positively and significantly impacted by responsiveness customer support security innovation and user interface according to correlation and regression analyses however ease of use despite its high rating did not have a statistically significant impact. The strength of the identified predictors was highlighted by the regression model which accounts for 72.8% of variance in customer satisfaction. The study concluded that while NIB International Bank had made significant strides in implementing digital banking channels more advancement in customer service, user interface design, IT infrastructure customer support mechanism, platforms efficiency, and cyber security measures were essential to enhance overall customer satisfaction
  • No Thumbnail Available
    Item
    Factors affecting customer retention in the Ethiopian Banking Sector (Study on Commercial Bank of Ethiopia customers in Addis Ababa)
    (A.A.U, 2025-12-01) Aregaw Tadele; Abera Legesse
    This study looked at how customer experience and quality service affect customer retention in the Ethiopian banking sector. It focused on the mediating roles of customer satisfaction, trust, customer loyalty, and corporate image. The study aimed to address ongoing challenges in customer retention that banks face, even with service improvements and growing competition. A quantitative, explanatory research design was used with a cross-sectional survey approach. Researchers collected data from 389 bank customers through structured questionnaires, using simple random sampling. They analyzed the data with descriptive statistics, correlation analysis, and multiple regression techniques. They performed mediation analysis following the Baron and Kenny method, along with Sobel tests to check the significance of indirect effects. The findings revealed that customer experience and quality service has a significant and positive effect on customer retention. Furthermore, customer satisfaction, trust, customer loyalty, and corporate image were found to significantly mediate the relationship between customer experience and customer retention, indicating both partial and full mediation effects across the proposed pathways. These results highlight the importance of managing not only service delivery but also relational and perceptual factors to enhance long-term customer relationships. The study adds to the existing literature by expanding customer experience and relationship marketing theories through a detailed mediation framework in the Ethiopian banking context. It offers practical insights for bank managers and policymakers, highlighting the need for overall customer experience strategies and quality service to boost customer retention and maintain a competitive edge. The study also suggests future research directions, especially in using longitudinal designs and comparing different sectors. Keywords: Customer Experience, Quality service, Customer Retention, Customer Satisfaction, Trust, Customer Loyalty, Corporate Image, Ethiopian Banking Sector