Tilahun Teklu (PhD)Leyou Sirage2024-03-292024-03-292024-02-19https://etd.aau.edu.et/handle/123456789/2628Customer satisfaction is a measure of how happy customers are with a product or service, it is an important goal for all businesses. By focusing on customer satisfaction, banks can improve their bottom line and create a more positive customer experience.. This study was conducted with the objective to assess the effect of Mobile Banking Service Quality on Customer Satisfaction of customers of Zemen Bank, Awash Bank, and Bank of Abyssinia in Addis Ababa. A self administered, structured questionnaire was used to collect data from respondents which were sampled out of 384 customers targeted in the study, there were 338 completed questionnaires representing 88% response. The statistical part of analysis is based on descriptive statistic and and regression analysis. To analyze the results, SPSS version 25 was used. Results show that Reliability, perceived usefulness, pivacy and securitys, and Ease of use are important variables that have a significant impact on customer satisfaction. The findings of the study demonstrated a favorable and substantial association between the independent variables of Reliability, perceived usefulness, pivacy and securitys, and Ease of us and the dependent variable of customer satisfaction. Finding of the study concludes majority of respondents were satisfied with overall mobile service. It’s recommended to focus on quality, to listen customers and to be responsiveen-USThesis