Effect of E-Banking Service Quality on Customer Satisfaction: The Case of Nib International Bank S.C. In Addis Ababa
No Thumbnail Available
Date
2026-02-01
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
A.A.U
Abstract
The primary objective of the study was to examine the effect of E-banking service quality on
customer satisfaction at NIB International Bank S.C. in Addis Ababa. This research is highly
relevant to stakeholders in the banking and financial services sector, as it offers practical
insights into leveraging E-banking innovations to enhance customer satisfaction and maintain
a competitive edge in a rapidly digitizing financial environment. A quantitative research
approach with an explanatory research design was employed and data were collected from
390 E-banking user using structure questionnaires aligned with the study objectives and
relevant literature. Statistical tools like explanatory correlation techniques and multiple
regression analysis were used in data analysis. The finding indicated that all e-banking
service dimensions recorded mean scores above the midpoint indicating generally positive
customer perceptions. Customer satisfaction was positively and significantly impacted by
responsiveness customer support security innovation and user interface according to
correlation and regression analyses however ease of use despite its high rating did not have a
statistically significant impact. The strength of the identified predictors was highlighted by the
regression model which accounts for 72.8% of variance in customer satisfaction. The study
concluded that while NIB International Bank had made significant strides in implementing
digital banking channels more advancement in customer service, user interface design, IT
infrastructure customer support mechanism, platforms efficiency, and cyber security
measures were essential to enhance overall customer satisfaction