The Impacts of E-Banking Services on Customer Satisfaction the Case of Selected Commercial Banks in Addis Ababa
| dc.contributor.advisor | Duressa Degefe | |
| dc.contributor.author | Yitbarek Sintayehu | |
| dc.date.accessioned | 2018-07-19T12:08:18Z | |
| dc.date.accessioned | 2023-11-04T10:18:50Z | |
| dc.date.available | 2018-07-19T12:08:18Z | |
| dc.date.available | 2023-11-04T10:18:50Z | |
| dc.date.issued | 2011-02 | |
| dc.description.abstract | Abstract The purpose of this study is to investigate impacts of e-banking services on customer satisfaction, its relation with demographic characteristics, and major challenges in e-banking activities to satisfy the customers of the selected private and public commercial banks in Addis Ababa. The study used quantitative research approach by employed multiple linear regressions models for the Customers Satisfaction in Electronic Banking (CSEB) and chi-square independency test to see the relationship between demographic characteristics and satisfaction of e-banking users. Primary data were collected by using 5-point Likert-scale questionnaire and interview with branch managers and customer service supervisors of the selected commercial banks. A total of 300 questionnaires were properly filled and returned. The empirical result shows that service quality dimensions; reliability, customer support and ease of use have strong influence on ebanking user’s satisfaction level in both public and private commercial banks in Addis Ababa. Thus, management bodies of commercial banks should strive to strengthen these service dimensions. There is also a relationship between satisfaction in e-banking and age and educational level of users of e-banking. The major problem faced by commercial banks in relation to e-banking is network failure due to poorly developed telecommunication infrastructure, lack of reliable power supply, and lack of ICT knowledge from customers end. In order to sustain a reliable service for such technology, commercial banks should work with government bodies (Ethio-Telecom and Ethiopian Electric Power). They also need to increase the confidence of their customers as well as developed skills and knowledge of customers in using e-banking services. Key words: E-banking, Customer Satisfaction | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/9487 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | E-Banking | en_US |
| dc.subject | Impacts | en_US |
| dc.title | The Impacts of E-Banking Services on Customer Satisfaction the Case of Selected Commercial Banks in Addis Ababa | en_US |
| dc.type | Thesis | en_US |