The Role of Digital Financial Service on Customer Satisfaction: The Moderating Role of Demographic Factors: The Case of Commercial Bank of Ethiopia
| dc.contributor.advisor | Yitbarek Takele (PhD) | |
| dc.contributor.author | Kaleu W/Medhin | |
| dc.date.accessioned | 2023-12-11T05:58:09Z | |
| dc.date.available | 2023-12-11T05:58:09Z | |
| dc.date.issued | 2021-10-06 | |
| dc.description.abstract | This research examined the Role of Digital Financial Service on customer satisfaction: The Moderating Role of Demographic Factors: The Case Of Commercial Bank Of Ethiopia. To achieve the objectives of this study explanatory research designs used. Data collected through a questionnaire from 156 customers that were selected as a sample using a convenience sampling method. The data collected from the questionnaires were analyzed using structural equation modeling statistical tools such as Amos result and multiple regression analysis. The results of mean and standard deviation indicate that digital financial service customers/users somehow agreed on the factors that are creating influences on the digital financial service such as, efficiency, reliability, security and privacy, responsiveness and communication. The result of the inferential analysis indicates that, factors that affect the digital financial service such as (efficiency, reliability, security and privacy, responsiveness and communication) have a positive and significant effect on service quality. Furthermore, the aforementioned factors that affect the digital financial service dimensions significantly contribute, 35% to service quality. Based on the findings of the study, the researcher forwards sound recommendations. | |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/558 | |
| dc.language.iso | en | |
| dc.publisher | A.A,U. | |
| dc.subject | Efficiency, reliability, security and privacy, responsiveness and communication and service quality | |
| dc.title | The Role of Digital Financial Service on Customer Satisfaction: The Moderating Role of Demographic Factors: The Case of Commercial Bank of Ethiopia | |
| dc.type | Thesis |