The Effect of Digital Banking Service Quality on Customer Satisfaction in the Case of Bunna Bank SC
| dc.contributor.advisor | Meskerem Mitiku (PhD) | |
| dc.contributor.author | Bebetelhem Tewolde | |
| dc.date.accessioned | 2026-03-06T11:39:33Z | |
| dc.date.available | 2026-03-06T11:39:33Z | |
| dc.date.issued | 2025-06-22 | |
| dc.description.abstract | This research investigated how the quality of digital banking services impacts customer satisfaction in selected Bunna Bank branches in Addis Ababa. Based on the SERVQUAL model, the study gauged five base service categories: reliability, responsiveness, assurance, empathy, and tangibility. Through surveys of 314 digital banking customers followed by statistical analysis, evidence indicated that high-tech, useful digital interfaces (tangibility) were most positively linked with satisfaction. While system reliability also had significant influence on satisfaction levels, elements like security guarantees and empathy had weaker impacts. The study suggested banks to emphasize enhancing their digital platforms and ensuring uniform service performance, besides paying continued focus to every service attribute. These results provide good guidance for Ethiopian banks as they confront the financial services digital revolution, particularly concerning what features of the services have the most impact on customer satisfaction in such an emerging market environment. The research also suggested future research into emerging trends of digital banking adoption among diverse demographic groups. | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/7892 | |
| dc.language.iso | en | |
| dc.publisher | AAU | |
| dc.title | The Effect of Digital Banking Service Quality on Customer Satisfaction in the Case of Bunna Bank SC | |
| dc.type | Thesis |