The Effect of E-Banking Service Quality on Customer Satisfaction in Commercial Bank of Ethiopia (CBE): The Case of Selected Grade Four Branch Customers
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Date
2025-10-02
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Addis Ababa Uinversity
Abstract
The objective of this study is to assess the effect of electronic banking service quality on customer satisfaction mainly focused on major types of Electronic banking service delivered to customers in selected branches of Commercial Bank of Ethiopia in Yeka Addis Ababa District.All selected branches are grade 4 branches. Grade 4 branches at the Commercial Bank of Ethiopia (CBE) are high-level, high-volume branches (e.g., Jimma Main) characterized by extensive staff hierarchies, including specialized business and quality managers. These, along with other high-grade branches, are strategically located in major cities like Addis Ababa to manage substantial, high transaction customer bases. Based on the general objective, the study has also established five specific objectives and explored each in depth. . This study was an explanatory study of the purpose and/or study design. Qualitative and quantitative research approaches were used. The sample size consists of 120 CBE customers. I collected information using structured surveys. The researchers developed a questionnaire in two sections. Inference and descriptive data analysis techniques were used. From the analysis of the collected data, the findings showed that fund transfer, cash withdrawal, bill payment, buying goods, and service are the major service alternatives available to the customer once they have started to use digital banking. In addition, it is also assured in the study that the bank provides e- banking service to its customers using alternative channels of ATM, mobile banking, internet banking, CBE birr and point of sales. According to the respondents: minimum costs, comfort and time saving, better cash management, faster way of undertaking banking transactions are some of the benefits they obtain utilizing digital banking. Moreover they have positive attitude for the service of electronic banking delivered by the bank. According to sampled customer and key informants, absence of suitable legal and regulatory framework, infrastructure, security issue, and service design with respect to local languages alternative and unable to print receipt of online transactions are among the major challenges of digital- banking service delivered by CBE in the study area. According to the findings; invest in advance technology, create awareness of e banking among users, enhancing the service accessibility, prepare training for all staffs who have direct relation with the customers and formulating policy and procedures for dealing with transaction error , fraud and system malfunction are recommendations
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Keywords
E- Banking, ATM, POS, Internet and Mobile banking