Workneh, Kassa (PhD)Azeb, Kedir2021-03-122023-11-042021-03-122023-11-042020-10http://etd.aau.edu.et/handle/123456789/25453A Thesis Submitted in Partial Fulfillment of the Requirements for the Award of: Master of Business Administration (MBA) in ManagementUnderstanding and Knowing major factors that influencing customer satisfaction has become a critical for business strategy since customer retention for long term is critical to business success, profitability and it is cheaper to retain existing customers than attracting new ones. It is important for the banks to know the factors that influence the customer satisfactions on Internet Banking so that to improving their banking service quality since they are the main sources of the competitive advantage now a days. The study was conducted to analyze and empirically test the main factors that influence customer satisfaction in Bunna International Bank S.C. Factors examined in this study include: Website design, Content, E-trust, E-convenience, E-cost effectiveness, and E- response well-being taken as variables for customer satisfaction. The data was collected using a structured questionnaire administered through a simple random sampling technique from Addis Ababa branch offices of Bunna International Bank customers. Pearson Correlation and Linear regression analysis were used to establish the relationship between the independent and dependent constructs of the research. The main findings of the study include; customer satisfactions on Internet Banking are influenced by Website design, Content, E-trust, E- convenience, E-cost effectiveness, and E- response. Thus Bunna Bank should further give attention to these factors to enhance and maintain its customer satisfaction.enBunna BankCustomer satisfactione-banking serviceThesis