Tewodros WuhibMeklit Gobeze2026-03-042026-03-042026-02-01https://etd.aau.edu.et/handle/123456789/7821The purpose of this study is to investigate the effects of the different dimensions of the electronic banking service quality on the customers’ satisfaction of commercial banks in Addis Ababa. Using a quantitative method, the study gathered information from 304 customers of e-banking who filled out a designed questionnaire. The customers’ perceptions were rank ordered on a 5 point Likert scale in relation to the different levels of service quality from such easily measurable service quality components as system interface to the more subtle issues of trust, privacy, and understanding the needs of the customers as a bank. The researcher employed descriptive statics, correlation and multiple regression analysis to identify the factors that significantly influence the satisfaction of the respondents. The results are fairly straightforward. The strongest, and therefore most significant, of the study dimensions was reliability and overall effectiveness as one is able to acknowledge the agrowing frustration from one such reliability issues as crashing banking. The next most significant study variables were assurance and credibility. Bank users satisfaction in relation to the other study variables such as responsiveness, privacy and security, clarity User satisfaction and communication measures of a system are characterized by varied levels of satisfaction. Some people seem more forgiving of minor delays if they are convinced their information is safe. Others care more about timely feedback from the bank than anything else. Overall, the findings posit that enhancing system stability, improving data safety and providing communication that is more tailored are likely to make positive changes to the experience of digital banking. The analysis urges commercial banks to spend on improved technology, upgraded security systems and more purposeful interaction with consumers in light of the fact that Ethiopia’s digital financial industry continues to expand and diversify its user base. Keywords: customer satisfaction, security, responsiveness, reliability, electronic banking service quality.enThesis