Factors Affecting Customer Satisfaction in Interest-Free Banking Services Offered by Private Banks: a Case Study of Dashen Bank in Ethiopia
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Date
2024-03-11
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Publisher
AAU
Abstract
This study aims to examine the factors that influence customer satisfaction with
interest-free banking (IFB) services offered by private banks in Ethiopia, with a
specific focus on Dashen Bank. The study employed a quantitative research design
and collected data through a survey questionnaire administered to Dashen Bank
customers who have utilized IFB products and services. The study utilized both
primary and secondary data, with the questionnaire designed to gather relevant
information.The findings revealed that all respondents (100%) reported being
knowledgeable about Wadiah Amanah, Mudarabah Saving Account, and Qard. For
Financing (Loan) Products, the majority (90.2%) indicated being knowledgeable,
while a smaller proportion (9.8%) reported not being knowledgeable about this
product. The correlation analysis reveals strong positive associations between
respondents' attitudes, perceptions, service quality, trust, and effective communication
with their overall satisfaction. The multiple linear regression model indicated that
approximately 65.8% of the variance in the dependent variable is explained by the
independent variables (R2=0. 658). The ANOVA results demonstrate that the
regression model is statistically significant, as indicated by a highly significant F-
statistic (F = 58.733, p < 0.001). Age exhibited a negative and statistically significant
relationship with satisfaction (β = -0.078, p = 0.014), indicating that as Age
increases, satisfaction decreases (β = 0.026, p = 0.407). Sex and occupation status,
income and education level did not show statistically significant effects on satisfaction
(β = 0.033, p = 0.341, β = -0.007, p = 0.822, and β = 0.057, p = 0.107) respectively