Browsing by Author "Endale Tilahun"

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    Factors Influencing Customer Satisfaction of Mobile Banking Services: The Case of Dashen Bank on Selected Addis Ababa Branches
    (Addis Ababa University, 2022-10) Endale Tilahun; Fesseha Afewerk (Associate Professor)
    Mobile banking enables banks to expand their services in areas where they do not have the incentive or capacity to open a formal branch, which is especially true in rural and impoverished areas. In today's economy, mobile banking is a pivotal moment for the banking industry. Service firms in Ethiopia, like those in other developing countries, recognize the importance of customer satisfaction. This study attempted to empirically analyze the factor influencing customer satisfaction of mobile banking in the case of Dashen Bank on selected Addis Ababa branches. Accordingly, the study is based on 237 samples collected through a self-administrated and online survey, and then the data analysis has been carried out using IBM-SPSS version 25 software for analysis of validity, reliability, regression analysis, and correlation analysis has been carried out to analyzed the variables that have a significant influence on customer satisfaction of mobile banking which includes mobile banking service usefulness, application ease of use, trust, risk, infrastructure and cost.. According to the study, Dashen Bank management ought to strive to provide more immersive, lightweight mobile applications, which is customized for all types of customers to augment the excellent mobile banking experience, and assign a trained banker at the front desk who can give correct and good information so that more customers can subscribe, transact, and fulfill their essential banking needs through mobile banking. Keywords Mobile Banking, Ease of Use, Usefulness, Risk, Trust, Cost, Challenges, Customer Services, IBM-SPSS V.25