Mesfin WorkinehRobsan Berhanu2026-11-062026-11-062026-11-30https://etd.aau.edu.et/handle/123456789/9386This study aims to investigate the impact of digital banking service quality dimensions on customer experience in selected commercial banks of Addis Ababa, Ethiopia. The four dimensions of digital banking service quality system quality, information quality, perceived ease of use and perceived usefulness formed the basis of the study. This study was primarily based on the premise that digital banking service quality influences customer experience. The research design used was a quantitative research with an explanatory research design in which a cause-and-effect relationship is identified and explained between digital banking service quality variables and customer experience. In order to draw conclusion and test the hypotheses, primary and secondary data was collected from the sample digital banking customers. The primary data was collected from a structured self-administered questionnaire on 354 samples of digital banking users of various banks in Addis Ababa through a convenience sampling technique, and secondary data was collected from published journal articles, reports of National Bank of Ethiopia, and banks annual reports. The data was analyzed with the help of SPSS and multiple linear regression analysis was used to do the hypothesis testing and find the impact of each variable on customer experience. The result of the study found that all four variables of service quality of digital banking (system quality, information quality, perceived ease of use, perceived usefulness) have found with positive and statistically significant effect on customer experience. Perceived usefulness has the highest level of influence followed by perceived ease of use and system quality while information quality has the least influence. The study implies that customers focus more on functional benefit and usability and less on information aspects of digital banking services in forming their overall experience. The study makes the conclusion that it is vital for banks to adopt a holistic view in improving customer experience by improving all attributes of digital banking service quality through systematic reliability, usability and useful services that meet the needs of customers. Based on the research findings, the study recommends that banks should adopt a user centered approach in designing digital banking platforms as well as invest in good digital infrastructures with continuous focus on improving the services’ usefulnessen-USDigital BankingCustomer ExperienceSystem QualityInformation QualityPerceived Ease of UsePerceived UsefulnessEthiopiaThesis