Customer Perception on Service Quality for Electronic Banking: The Case of Awash Bank
| dc.contributor.advisor | Workneh, Kassa (Ph.D.) | |
| dc.contributor.author | Meskerem, Girma Wondimu | |
| dc.date.accessioned | 2020-12-05T08:04:31Z | |
| dc.date.accessioned | 2023-11-04T09:36:43Z | |
| dc.date.available | 2020-12-05T08:04:31Z | |
| dc.date.available | 2023-11-04T09:36:43Z | |
| dc.date.issued | 2020-06 | |
| dc.description.abstract | The study aimed to examine the customer perception to ward of Electronic banking services quality on the customers’ Awash Bank. Electronic banking services are represented by (ease of use, usefulness, reliability, responsiveness, age, education, and Security). The population of the study consisted of customers of the Awash Bank North Addis Ababa Region. The research employed a cross-sectional descriptive research design targeting customers of Awash Bank North Addis Ababa Branch where a sample of 380 respondents was obtained. The respondents were identified using a systematic random sampling technique. The collection of data was done through the use of questionnaires and analyzed through descriptive statistics and inferential statistics. The descriptive statistics consisted of frequencies, mean, and standard deviation. Correlation analysis and multiple regression analysis were used to explore how the dimensions of perceived service quality relate to the expected service quality. For this purpose, Pearson correlation coefficients were calculated. Also, multiple regression analysis was adopted to examine the relationship between the combination of perceived service quality dimensions and expected service quality. To this respect, responsiveness, security, and age are positively and significantly influence the perceived customer service quality among the sampled bank customers. Whereas reliability and education are negatively and significantly influence the perceived customer service quality. The study recommends the need for Awash Bank to always ensure that their electronic banking services remain reliable to its customers if indeed they need to remain competitive in the market. The study further recommends the need for banks to innovate ways of enhancing the way they respond to customer needs and improving the existing ones to avoid service breakdowns. Banks need to consider security as one of the strong considerations in enhancing electronic banking service quality. This can well be achieved through the creation of real-time security monitoring departments. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/23854 | |
| dc.language.iso | en | en_US |
| dc.publisher | A.A.U | en_US |
| dc.subject | Awashbank | en_US |
| dc.subject | Customer perception | en_US |
| dc.subject | Service quality, e-banking | en_US |
| dc.title | Customer Perception on Service Quality for Electronic Banking: The Case of Awash Bank | en_US |
| dc.type | Thesis | en_US |