The Effect of E-Banking Service on Customer Satisfaction: in The Case of Abay Bank S.C, Addis Ababa Branches
| dc.contributor.advisor | Yared Asrat(PhD) | |
| dc.contributor.author | Genet Daba | |
| dc.date.accessioned | 2024-02-19T12:23:19Z | |
| dc.date.available | 2024-02-19T12:23:19Z | |
| dc.date.issued | 2023-01-01 | |
| dc.description.abstract | The purpose of this study was to examine the effect of e-banking service on customer satisfaction in a case of Abay Bank S.C particularly Addis Ababa city branches. The study focused on nine independent variables i.e, ease to use, reliability, accessibility, fees and charges, transaction efficiency, responsiveness, security and privacy, service content and system availability and customer satisfaction as dependent variable. The study used quantitative research approach to have a better insight and gain a richer understanding about the effect of those factors on customer satisfaction. The researcher has employed explanatory research design to objectively answer the hypothesis. Simple random and cluster sampling methods were employed in order to select relevant respondents from e- banking service’s customers. For achieving the study objective, the study distributed 400 structured questionnaires, but collected 380 questionnaires. In line with this, 5 point Likert scale questionnaire were applied with closer assistance of the researcher. Then, the data were analyzed through SPSS software by stating descriptive and inferential statistics using linear regression model. By the findings, regression model indicates that reliability, accessibility, Transaction efficiency, system availability, security and privacy and service content have significant effect on customer’s satisfaction. However, ease to use, responsiveness, fees and charges have no significant effect on customer’s satisfaction. Finally, on the basis of the research findings, Abay Bank S.C has to be reliable and responsive in terms of speed and accuracy while providing e- banking services products to customers. | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/1850 | |
| dc.language.iso | en | |
| dc.publisher | A.A.U. | |
| dc.title | The Effect of E-Banking Service on Customer Satisfaction: in The Case of Abay Bank S.C, Addis Ababa Branches | |
| dc.type | Thesis |