The Impact of Electronic Banking on Customer Satisfaction; In Commercial Banks of Ethiopia The Case of Commercial Bank of Ethiopia‘S: North Addis Ababa District
No Thumbnail Available
Date
2021-01
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
A.A.U
Abstract
The objective of the study is to assess and examine the impact of electronic banking service on customer satisfaction and the major opportunities and challenges of e-banking activities to satisfy customers of commercial bank of Ethiopia in north Addis Ababa district. A total of 360 questionnaires were properly filled and returned and purposive and simple random sampling were employed. The findings show that service quality dimensions (reliability, assurance, responsiveness, empathy and tangibility) have posetive and significant relationship with customer satisfaction in e-banking. The three service quality dimensions (reliability, assurance, & empathy) have positive and significant impact on customer satisfaction in e-banking of Commercial Bank of Ethiopia. However tangibility and responsiveness have a posetive but insignificant impact on customer satisfaction. Thus the respective management bodies of commercial bank of ethiopia should work more to strengthen these service dimension. Although the opportunities of e-banking is promising, the fundamental challenging problems faced by commercial bank of ethiopia in relation to e-banking is infrastructural barriers such as network failure, low level of internet penetration, unreliable power supply and lack of ICT knowledge from the customer side so that commercial bank of Ethiopia should enhance their internal capacity and work with the government bodies (Ethio-Telecom, Ethiopian electric power & NBE) to acquire modern technological advancement consistently. In addition, the bank should design and implement the mechanism of increasing their electronic banking customers’ confidence, knowledge, and technological skill via sustainable awareness creation programs of using e- banking service
Description
Keywords
CBE, E-banking, Customer satisfaction