Abera LegesseEyerusalem Melese2026-03-042026-03-042026-02-01https://etd.aau.edu.et/handle/123456789/7820The primary objective of the study was to examine the effect of E-banking service quality on customer satisfaction at NIB International Bank S.C. in Addis Ababa. This research is highly relevant to stakeholders in the banking and financial services sector, as it offers practical insights into leveraging E-banking innovations to enhance customer satisfaction and maintain a competitive edge in a rapidly digitizing financial environment. A quantitative research approach with an explanatory research design was employed and data were collected from 390 E-banking user using structure questionnaires aligned with the study objectives and relevant literature. Statistical tools like explanatory correlation techniques and multiple regression analysis were used in data analysis. The finding indicated that all e-banking service dimensions recorded mean scores above the midpoint indicating generally positive customer perceptions. Customer satisfaction was positively and significantly impacted by responsiveness customer support security innovation and user interface according to correlation and regression analyses however ease of use despite its high rating did not have a statistically significant impact. The strength of the identified predictors was highlighted by the regression model which accounts for 72.8% of variance in customer satisfaction. The study concluded that while NIB International Bank had made significant strides in implementing digital banking channels more advancement in customer service, user interface design, IT infrastructure customer support mechanism, platforms efficiency, and cyber security measures were essential to enhance overall customer satisfactionenThesis