Effects of Electronic Banking Service Quality on Customer Satisfaction: the Case of Dashen Bank S.C
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Date
2023-06-28
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A.A.U
Abstract
With a focus on Dashen Bank in Addis Abeba, the study's main objective is to explore the impact of e-banking service quality on customer satisfaction, for Rating extent importance of the quality dimension, (Tangibles, Reliability, responsiveness, assurance, and empathy). Each element measures customers' expectations and perceptions of bank's e-banking service. The study sample consisted of 384 Dashen Bank customers chosen at random from four districts in Addis Abeba using a non-probability sampling approach, out of which it focused on a convenient sampling technique. 354 properly filled survey question response has been gathered and entered SPSS ‘20. According to the findings, majority of Dashen Bank customers are found to be dissatisfied if the bank's e-banking service performance is less than what the expected to receive (negative disconfirmation). The Pearson correlation test results show that independent variables all the angles of e-banking service quality, namely reliability, responsiveness, assurance, empathy, and tangibles, are significantly and positively associated with customer satisfaction, and as a result, all hypotheses were accepted. Customer satisfaction assurance is ranked first in terms of the correlation between the dependent variable and its magnitude, followed by reliability, responsiveness, responsiveness, and tangibles. Finally, the researcher made a constructive suggestion to ensure quality e-banking services, such as: For the bank to take effective action to bridge the gap between customer expectations and recovery performance, it is necessary to understand what customers expect from them. Furthermore, the results of this study demonstrate that banks can evaluate at least five aspects of service quality to analyze caliber of services offered and identify which aspects still need to be improved.