‘E-banking Service Quality and Customer Satisfaction in Ethiopian Commercial Banks (The case of Zemen Bank S.C and Berhan Bank S.C)
| dc.contributor.advisor | Tilahun, Teklu (PhD) | |
| dc.contributor.author | Tefera, Minuye | |
| dc.date.accessioned | 2021-02-09T12:12:19Z | |
| dc.date.accessioned | 2023-11-04T09:38:00Z | |
| dc.date.available | 2021-02-09T12:12:19Z | |
| dc.date.available | 2023-11-04T09:38:00Z | |
| dc.date.issued | 2020-01 | |
| dc.description | A Thesis Submitted to Addis Ababa University School of Business and Economics in Partial Fulfillment of the Requirement for the Degree of Master of Science in Management | en_US |
| dc.description.abstract | This study was conducted to analyze the effect of e-banking service quality on customer satisfaction at Zemen Bank and Berhan Bank. The study has included the e-banking services that are well practiced in the banks. They include ATM, mobile banking and internet banking. The study conceptualized and constructed five dimensions of e-banking service quality: ease of use, reliability, privacy and security, perceived usefulness and relative advantage. The e-banking users were targeted. As a sampling strategy, convenience sampling method was followed that the ATM users were contacted when using the service, mobile banking users were contract at branches and internet banking users were contracted through phone calls. Primary data was collected from the users of e-banking services through questionnaire. The data was analyzed by using descriptive statistics and linear regression. This study reveals that e-banking service quality has effect on satisfaction of the customers. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/25040 | |
| dc.language.iso | en | en_US |
| dc.publisher | A.A.U | en_US |
| dc.subject | Customer satisfaction | en_US |
| dc.subject | E-banking service | en_US |
| dc.subject | Berhan Bank | en_US |
| dc.subject | Zemen Bank | en_US |
| dc.title | ‘E-banking Service Quality and Customer Satisfaction in Ethiopian Commercial Banks (The case of Zemen Bank S.C and Berhan Bank S.C) | en_US |
| dc.type | Thesis | en_US |