Factors Affecting Customer Satisfaction in Interest-Free Banking Services Offered by Private Banks: a Case Study of Dashen Bank in Ethiopia

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dc.contributor.advisorAbebaw Kassie (PhD)
dc.contributor.authorAlemu Fithanegest
dc.date.accessioned2025-05-16T06:23:44Z
dc.date.available2025-05-16T06:23:44Z
dc.date.issued2024-03-11
dc.description.abstractThis study aims to examine the factors that influence customer satisfaction with interest-free banking (IFB) services offered by private banks in Ethiopia, with a specific focus on Dashen Bank. The study employed a quantitative research design and collected data through a survey questionnaire administered to Dashen Bank customers who have utilized IFB products and services. The study utilized both primary and secondary data, with the questionnaire designed to gather relevant information.The findings revealed that all respondents (100%) reported being knowledgeable about Wadiah Amanah, Mudarabah Saving Account, and Qard. For Financing (Loan) Products, the majority (90.2%) indicated being knowledgeable, while a smaller proportion (9.8%) reported not being knowledgeable about this product. The correlation analysis reveals strong positive associations between respondents' attitudes, perceptions, service quality, trust, and effective communication with their overall satisfaction. The multiple linear regression model indicated that approximately 65.8% of the variance in the dependent variable is explained by the independent variables (R2=0. 658). The ANOVA results demonstrate that the regression model is statistically significant, as indicated by a highly significant F- statistic (F = 58.733, p < 0.001). Age exhibited a negative and statistically significant relationship with satisfaction (β = -0.078, p = 0.014), indicating that as Age increases, satisfaction decreases (β = 0.026, p = 0.407). Sex and occupation status, income and education level did not show statistically significant effects on satisfaction (β = 0.033, p = 0.341, β = -0.007, p = 0.822, and β = 0.057, p = 0.107) respectively
dc.identifier.urihttps://etd.aau.edu.et/handle/123456789/5486
dc.language.isoen
dc.publisherAAU
dc.titleFactors Affecting Customer Satisfaction in Interest-Free Banking Services Offered by Private Banks: a Case Study of Dashen Bank in Ethiopia
dc.typeThesis

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Accounting and Finance Dissertation