Effect of Digital Banking on Customer Satisfaction: The Case of Commercial Bank of Ethiopia in Addis Ababa
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Date
2023-06
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Addis Ababa University
Abstract
This study examined the effect of digital banking on customer satisfactions of Commercial Bank of Ethiopia in Addis Ababa using explanatory and descriptive research designs. The population was approximated and totaled up to 95,000 clients identified in six branches throughout three sub cities in the Addis Ababa City Administration. Explanatory and descriptive research designs were utilized for this study. For the study region in CBE, sample size was estimated using the single population proportion formula utilizing the sample size (n) of an infinite population (calculated as 384) and the following assumptions: 95% confidence level, 5% margin of error, and proportion of 50%. The use of a structured questionnaire and interview checklist together with stratified sample methodology was adopted for data gathering. Six active branches that serve electronic banking applications were the foundation for stratified. This study similarly used non-probability sampling, and the existing responder was chosen using a handy sampling procedure. Testing was done on the validity and dependability of the research equipment. Additionally, descriptive statistics, a correlation matrix, and a multiple linear regression analysis were used as part of an inferential and descriptive data analysis technique. Thus, in this trial, a response rate of 84% was achieved. Furthermore, it was discovered that customer satisfaction will be significantly and favorably impacted by security, speed, system availability, ubiquity, and control. Thus, this study concludes that security, speed, system availability, ubiquity, and control will all contribute to customer satisfaction. The report also suggests that banks make some steps to ensure data security and confidentiality. The corporation is expected to offer a greater assurance of data security and confidentiality. It should be expected that banks will be able to work on updating the current database system to make it easier for users and shorten the time it takes to conduct transactions in the banking industry
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Banking