Assessment on E-Banking Service Quality: The Case of Commercial Bank of Ethiopia
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Date
2022-04
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A.A.U
Abstract
The purpose of this study is to assess CBE's service quality and investigate the disconnect between customer expectations and perceptions. Customers may rely on e-banking for dependable services that make them pleased. Electronic banking services provide a competitive edge and can aid in the development of stronger customer relationships. The purpose of this study is to evaluate the quality of electronic banking in CBE using the E SERVQUAL model. This research based on Parasuraman, Zeithaml, and Berry (1988)'s E SERVQUAL model and the statistical approach SPSS (version 22), According to the data, e-banking has a substantial relationship with eight service dimensions: efficiency, fulfillment, system availability, privacy, responsiveness, site aesthetics, security / trust, and engagement. These characteristics were put to the test in order to determine the quality of e-banking services. The data was collected through a selected of 235 customers and 5 employees in the electronic payments department. The study also explores that efficiency; Fulfillment, system availability, privacy, responsiveness, site aesthetics; security/trust and contact have more contribution to satisfy the customers of Commercial Bank of Ethiopia. From the whole variable many respondent give high weight for privacy and next to this they give more weight to efficient. This study recommends that CBEs need to avoid frequent service interruptions, be confident in system availability, and work hard to use POS machines effectively, Furthermore, CBE must form partnerships with stakeholders such as Ethio-Telecom and Ethiopian Electric Power Corporation
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Keywords
E-baking, E-Servqual, Servicequality