The Impact of Mobile Banking Service Quality on Customer Satisfaction
No Thumbnail Available
Date
2024-02-19
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
AAU
Abstract
Customer satisfaction is a measure of how happy customers are with a product or service, it is an
important goal for all businesses. By focusing on customer satisfaction, banks can improve their
bottom line and create a more positive customer experience.. This study was conducted with the
objective to assess the effect of Mobile Banking Service Quality on Customer Satisfaction of
customers of Zemen Bank, Awash Bank, and Bank of Abyssinia in Addis Ababa. A self administered, structured questionnaire was used to collect data from respondents which were
sampled out of 384 customers targeted in the study, there were 338 completed questionnaires
representing 88% response. The statistical part of analysis is based on descriptive statistic and
and regression analysis. To analyze the results, SPSS version 25 was used. Results show that
Reliability, perceived usefulness, pivacy and securitys, and Ease of use are important variables
that have a significant impact on customer satisfaction. The findings of the study demonstrated a
favorable and substantial association between the independent variables of Reliability, perceived
usefulness, pivacy and securitys, and Ease of us and the dependent variable of customer
satisfaction. Finding of the study concludes majority of respondents were satisfied with overall mobile
service. It’s recommended to focus on quality, to listen customers and to be responsive