Effect of Electronic Banking Service Quality on Customer Satisfaction & Loyalty Case of Dashen Bank
| dc.contributor.advisor | Alem, Hagos (PHD) | |
| dc.contributor.author | Maria, G/Mariam | |
| dc.date.accessioned | 2021-02-10T20:12:10Z | |
| dc.date.accessioned | 2023-11-04T07:57:52Z | |
| dc.date.available | 2021-02-10T20:12:10Z | |
| dc.date.available | 2023-11-04T07:57:52Z | |
| dc.date.issued | 2020-10 | |
| dc.description | A thesis submitted to Addis Ababa University Faculty of Business and Economics department of accounting and finance in partial fulfillment of the requirements for the degree of Masters of Science in accounting and finance | en_US |
| dc.description.abstract | Due to globalization and intense competition between banks, new banking products popped up and banks shifted towards providing advanced electronic banking services and using new technologies. Providing high quality service is the key to attain customer satisfaction and loyalty. The main purpose of the study is to assess the effect of E-banking service quality on customer satisfaction and loyalty of Dashen Bank. The study employed explanatory research design. A total of 177 customers were selected using simple random sampling method and data was obtained using structured questionnaire. Chi-square test was employed to test whether there are statistically significant associations between e-banking service quality and customer satisfaction and loyalty. To identify the effect of e-banking service quality on customer satisfaction and loyalty, inferential statistics such as binary logistic regression analysis method was employed. The finding revealed that assurance, reliability, empathy and responsiveness were found to be significant for both customer satisfaction and loyalty. The positive coefficients of assurance, reliability, empathy and responsiveness showed that improvement in the customer satisfaction and loyalty. Since assurance and reliability are related to skill and ability, to improve both, among other recommendations, the study recommend that the bank should launch a continuous training and development programs i.e., organizing weekly experience sharing programs. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/25058 | |
| dc.language.iso | en | en_US |
| dc.publisher | A.A.U | en_US |
| dc.subject | E-banking service quality | en_US |
| dc.subject | Customer Loyalty | en_US |
| dc.subject | Customer Satisfaction | en_US |
| dc.title | Effect of Electronic Banking Service Quality on Customer Satisfaction & Loyalty Case of Dashen Bank | en_US |
| dc.type | Thesis | en_US |