The Impact of E-Service Quality on Customer Behavior: A Case Study of E-Birr Mobile Financial Service Company, Ethiopia
No Thumbnail Available
Date
2024-06-03
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
A.A.U
Abstract
With the advent of technology, businesses are changing their business processes and their
interactions with customers. In recent years, the quality of e-services has become an important
factor influencing customer behavior on the online market. The study examines the impact of e-service
quality on Customer behavior focusing on a case of study of on Ethiopian mobile financial services Company
. The study aims to analyze the relationship between the quality of electronic
services and the behavior of customers and assess how these factors affect each other. For this
purpose, explanatory research was used as the main research design to examine how the quality
of services affects customer behavior in the case of the Ethiopian E-Birr mobile financial
services company. The methodology used for this case study was to collect primary data through
surveys of customers who used E-Birr mobile financial services. The results show that the quality
of the electronic service has a significant impact on customer behavior and increases trust,
satisfaction, loyalty and intention to use the electronic service. Finally, the findings of the study
demonstrate how the quality of e-services directly affects various aspects of customer behavior in
the context of online financial services, such as the building mechanism of trust through website
design elements, responsive customer service, robust security measures and personalized
experiences. The researchers suggest that understanding the impact of electronic services on
customer behavior is crucial to business such as the E-Birr mobile financial services company,
which improves its online presence, establishes strong relationships with customers, and
ultimately drives business growth