Effect of E-banking Service Quality on Customer Satisfaction: The Case of Commercial Banks in Ethiopia Addis Ababa Region

No Thumbnail Available



Journal Title

Journal ISSN

Volume Title




The objective of this study was assessed and examines the effect of e-banking service quality on customer satisfaction in case of both private and public commercial banks in Addis Ababa. The study was an exploratory research design and used the quantitative research approach. The data was analyzed by undertaking the descriptive statistics, Pearson correlation, and multiple regression analysis by using statistical package for social science (SPSS V.20). Primary data were collected by using 5-point Likert-scale questionnaire through conveniently selected active e-banking customers and also interview conveniently selected branch managers and e-banking customer service supervisors of the both private and public commercial banks in Addis Ababa. Distributed 178 questionnaires, 153 of them were properly filled and returned for analysis. The findings of the study shows that the five service quality dimensions (reliability, responsiveness, assurance, empathy and tangibility) have positive relation and significant effect of e-banking service on customer satisfaction. Furthermore, the results generated by e-banking service quality dimensions explain significant variation in customer satisfaction. As result researcher concluded that e-banking service quality dimensions have positive relation and significant effect e-banking service on customer satisfactions thus, management bodies of commercial banks should focus intense attention to strengthen these service quality dimensions. Key



Customer satisfaction, Information and communication technology