The Impact of E-Service Quality on Customer Behavior: A Case Study of E-Birr Mobile Financial Service Company, Ethiopia
| dc.contributor.advisor | Ethiopia Legesse (PhD) | |
| dc.contributor.author | Habtamu Wubhareg | |
| dc.date.accessioned | 2025-03-17T07:43:49Z | |
| dc.date.available | 2025-03-17T07:43:49Z | |
| dc.date.issued | 2024-06-03 | |
| dc.description.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 | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/5077 | |
| dc.language.iso | en | |
| dc.publisher | A.A.U | |
| dc.title | The Impact of E-Service Quality on Customer Behavior: A Case Study of E-Birr Mobile Financial Service Company, Ethiopia | |
| dc.type | Thesis |