The Effect of Digital Payment Adoption on Customer Satisfaction: The Case of The Commercial Bank of Ethiopia in Addis Ababa and Bishoftu Cities
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Date
2026-11-30
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Addis Ababa University
Abstract
This study investigated the impact of virtual banking on customer satisfaction at the Commercial Bank of Ethiopia in selected branches of Addis Ababa and Bishoftu Cities. The research utilized explanatory research design with quantitative approach to enable the researcher gather large volume of data from many respondents. The target population consisted of approximately 95,000 clients across six branches within 3 sub-cities of Addis Ababa and Bishoftu. The sample size turned was calculated using an endless population (n = 384), based totally on a 95% confident interval or a 5% margin of error. The data were collected using structured questionnaires, applying a stratified sampling approach based on six branches presenting digital banking offerings. Non-probability sampling method was utilized, with respondents selected via convenience sampling. The data were analyzed using descriptive analysis, correlation and simple linear regression. The findings of the study indicated that all the independent variables security, speed, ubiquity and system availability were found to have statistically significant positive influence on customer satisfaction of Internet Banking users of customers of CBE in AA and Bishoftu. Future studies shall expand to other institutions like private banks, insurance companies and other sectors
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banking business, client Satisfactions, mobile Banking, Bishoftu, Addis Ababa