The Effect of E-Banking Service on Customer Satisfaction: The Case of Selected Commercial Banks in Ethiopia
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Date
2023-06
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Addis Ababa University
Abstract
The purpose of this study was to test the effect of e banking service in customer satisfaction in selected commercial Bank in Ethiopia the researcher used six elements such as transaction efficiency, reliability, Service security, Ease of use Customer Support and performance to investigate effects of e-Banking on customer satisfaction. Connivance sampling was employed to collect questioner for 400 selected sample respondent. The study used multiple regression and correlation after validity and reliability test were performed through the use of SPSS version 25 Software. The correlation outcome show that there were a positive relationship among the independent variable (Transaction efficiency Reliability, Service security, customer support ,Ease of use and performance) and dependent variable (customer satisfaction) the regression result shows that customer support and service security had a significant and positive interaction with customer satisfaction reliability and transaction efficiency had statically insignificant but relationship with customer satisfaction were as ease of use had negative but statically insignificant relationship with customer satisfaction and performance is neither positive nor statically significant relationship with customer satisfaction. The end result of this paper point banks managers to focus on important service quality dimension that influence customer satisfaction
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Keywords
E-banking, Customer satisfaction