User's Perceived Service Quality and Satisfaction With Internet Banking: Experience from United Bank S.C.
| dc.contributor.advisor | Negi, Rakshit (PhD) | |
| dc.contributor.author | Temesgen, Nesibu | |
| dc.date.accessioned | 2019-02-04T11:26:49Z | |
| dc.date.accessioned | 2023-11-10T14:45:40Z | |
| dc.date.available | 2019-02-04T11:26:49Z | |
| dc.date.available | 2023-11-10T14:45:40Z | |
| dc.date.issued | 2010-01 | |
| dc.description.abstract | In the world of banking, the development in information technology has an enormous effect on development of more flexible payment methods and more-user friendly banking services. Internet banking services are new, and the development and diffusion of these technologies by financial institutions is expected to result in a more efficient banking system. In recent years two Ethiopian banks started to offer Internet banking services to their customers. The purpose of this research was to identify the relationship between perceived service quality and satisfaction from the side of customers of United bank S. C. The author of this thesis has developed a theoretical model (instrument) for measuring the quality of Internet banking services. Using quantitative research method including the design and distribution of a questionnaire, empirical data was collected on which statistical analysis has been performed. As a result of the conducted analysis, new model (instrument) for measuring quality of Internet banking services having seven quality dimensions with total of 42 items was developed. These dimensions are Reliability & Service Performance, Website Characteristic and Customization, Fulfillment, Efficiency, Responsiveness, Organizational Issues, and Privacy. Furthermore, based on the developed theoretical model, customer satisfaction with different aspects of the Internet banking services quality dimensions and overall service quality as well as service quality dimensions with overall service quality has been evaluated. Such evaluation resulted in the development of graphical representation of relationship between Internet banking service quality dimensions with overall service quality and the relationship between both Internet banking service quality dimensions and overall service quality with overall customer satisfaction. Based on the results of the Analysis of the Empirical Data, managerial recommendations are given. Suggestions for further research on quality of Internet banking services are also offered. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/12345678/16204 | |
| dc.language.iso | en | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | Service Quality | en_US |
| dc.subject | and Satisfaction With Internet Banking | en_US |
| dc.title | User's Perceived Service Quality and Satisfaction With Internet Banking: Experience from United Bank S.C. | en_US |
| dc.type | Thesis | en_US |