The Effect of E-Commerce Services on Customer Satisfaction in Case of Commercial Bank of Ethiopia
| dc.contributor.advisor | Belaynesh Tefera (PhD) | |
| dc.contributor.author | Mhretab Shishay | |
| dc.date.accessioned | 2024-03-04T11:46:12Z | |
| dc.date.available | 2024-03-04T11:46:12Z | |
| dc.date.issued | 2022-06 | |
| dc.description.abstract | The objective of the research is to examine the effect of E-commerce on customer Satisfaction in commercial bank of Ethiopia in Megenagna district. A total 399 Respondents were participated. the study was both descriptive and explanatory research design and used the mixed research approach. The data was analyzed by undertaking the descriptive statistics; Pearson correlation and multiple regression analysis The findings show that service quality dimensions (reliability, customer awareness, responsiveness, empathy and Security) have positive and significant relationship with customer satisfaction in e-commerce service. The three service quality dimensions (reliability, responsiveness, & customer awareness) have positive and significant effect on customer satisfaction on ecommerce services of Commercial Bank of Ethiopia. However empathy and security have a positive but insignificant impact on customer satisfaction. Thus the particular management bodies of commercial bank of Ethiopia should work more to strengthen these service dimensions. Although the opportunities of e-commerce is promising, the major challenging problems faced by commercial bank of Ethiopia in relation to e-commerce is infrastructural barriers such as network failure, low level of internet penetration, unreliable power supply and lack of ICT knowledge from the customer side so that commercial bank of Ethiopia should enhance their internal capacity and work with the government bodies (Ethio-Telecom, Ethiopian electric power & NBE) to acquire modern technological advancement consistently. In addition, the bank should plan and implement the instrument of increasing their electronic banking customers‟ confidence, knowledge, and technological skill via sustainable awareness creation platforms of using e- commerce. Key words: CBE, E-commerce, Customer satisfaction and SERVQUAL model | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/2090 | |
| dc.language.iso | en_US | |
| dc.publisher | Addis Ababa University | |
| dc.title | The Effect of E-Commerce Services on Customer Satisfaction in Case of Commercial Bank of Ethiopia | |
| dc.type | Thesis |