The Effect of Electronic Payment System on Satisfaction of Customers the Case of Abyssiniya Bank
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Date
2024-10
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Addis Ababa University
Abstract
One of the major forces behind Ethiopia's economic expansion and prosperity is the service sector and more on the financial sector. The purpose of this study is to look into how several aspects of the Bank of Abyssinia's electronic payment system affect customer satisfaction. The study also looks into the main difficulties the bank faced in providing the service, which could have an impact on how satisfied customers are. The ease use of mobile banking, safety of internet banking, compatibility of Gizepay, and accessibility of automated teller machines—have been chosen as predictors of customer satisfaction in electronic payments based on the body of knowledge.A descriptive and quantitative research methods were used in the study. Sample size was 399,data were collected from 357 individuals using a previously tested questionnaire. Using a purposive sampling strategy, the samples were chosen from five distinct branches namely Bole Michael,Saris,Kality,Maseltgna and Gelan. Using a 5-point Liken scale, the data was collected, and analized by 27th version of the Statistical Package for Social Science (SPSS) was used for analysis A descriptive stastics were used to provide basic information about variables and Correlation analysis were utilized to examine the relationship between e-payment satisfaction and the chosen factors.Mobile banking was the most popular e-banking product, followed by ATM access, internet banking, and Giza pay. And the overall, customers expressed positive ratings for meeting service delivery timelines and round-the-clock availability. However, there is room for improvement in areas such as availability everywhere, accommodation of large volume transactions, and language clarity. Participants generally expressed moderate satisfaction with mobile banking, internet banking, Giza Pay, and overall customer satisfaction. However, individual experiences may vary, and the findings may be limited by small sample sizes. Based on the findings and conclusion the researcher recommend that The financial institution-the bank of Abyssinia should focus on improving mobile banking services, including user experience, features, and security. Efforts should be made to increase awareness and promote the benefits of internet banking services. To enhance customer satisfaction with ATM services, efforts should be made to improve availability everywhere, accommodate large volume transactions, and enhance language clarity. Further studies must a larger-scale survey to obtain a more representative sample.
Key words: Service performance, E-Banking ,customer satisfaction