The Impact of Digital Banking Service Quality on Customers’ Satisfaction: The Case of Selected Branches of Commercial Bank of Ethiopia in Addis Ababa
| dc.contributor.advisor | Beza Libeyesus (PhD) | |
| dc.contributor.author | Fikru Kumelachew | |
| dc.date.accessioned | 2024-01-29T12:06:30Z | |
| dc.date.available | 2024-01-29T12:06:30Z | |
| dc.date.issued | 2023-07 | |
| dc.description.abstract | The study is investigating how customers' satisfaction is affected by the quality of digital banking services in Addis Ababa in the case of Selected Branches of Commercial Bank of Ethiopia. This study intends to ascertain the impact of digital banking service quality on customer satisfaction since banks place a high focus on this objective. This study served as an explanation of the goal and/or research design. An approach to quantitative research was adopted. 400 CBE consumers make up the demographic of interest in statistics. Structured questionnaires were used to collect data. The questions were separated into two sections by the researcher. Inferential and descriptive data analysis approaches were used. The SPSS version 20 was also used to examine the data. The primary findings of the study were that the qualities of reliability, responsiveness, user-friendliness/ease of use, and customer service & support have a significant positive impact on the dependent variable customer satisfaction. According to the study, there is a direct relationship between the quality of digital banking services and client satisfaction. As a general rule, there is a need to educate and create knowledge of digital banking among the majority of the banking consumers of CBE | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/1650 | |
| dc.language.iso | en_US | |
| dc.publisher | Addis Ababa University | |
| dc.subject | Digital Banking Service quality | |
| dc.title | The Impact of Digital Banking Service Quality on Customers’ Satisfaction: The Case of Selected Branches of Commercial Bank of Ethiopia in Addis Ababa | |
| dc.type | Thesis |