The Effect of Electronic Banking Service on Customer Satisfaction: The Case of Wegagen Bank in Addis Ababa Area
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Date
2023-07
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Addis Ababa University
Abstract
The key purpose of the study is to examine the effect of e-banking service on customer satisfaction. The study was conducted at the Wegagen Bank, S.C. Addis Ababa level. Due to a lack of time, the researcher used convenience sampling. The method of data collection was questionnaire and source of data was primary data. Regression, correlation and descriptive analysis were used to analyses the effect of e- banking service on customer satisfaction by using SPSS. The researcher used six independent variables such as, convenience, privacy, cost, ease of use, customization and security. On the basis of findings, security had moderate positive and statistically significant correlation with customer satisfaction. From the six variables security is the most significant effect on customer satisfaction. Convenience is the least significant effect on customer satisfaction. The findings suggested that the electronic banking service on security and privacy dimensions had significant effect on customer satisfaction. Each of the dimensions namely convenience, privacy, cost, ease of use, customization and security were contribute 21% to the overall customer satisfaction in electronic banking service in Wegagen bank. Regarding customers and workers participating in the communication process, privacy takes into account the Bank's reputation, trust, and general secrecy. The degree to which a customer feels that the site is secure and that their sensitive information is protected. The finding indicated that privacy was strong effect on customer satisfaction following security. The bank should maintain and improve the existing level of customer privacy and security
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Keywords
E-banking service, customer satisfaction