The Impact Of Electronic Banking On Customer Satisfaction The Case Of Commercial Bank Of Ethiopia

The study examined Factors that affecting E-banking satisfaction in commercial bank ofrnEthiopia. A total of 340 questionnaires for customers and 67 for employee at e-paymentrndepartment were properly filled and returned and two interviews questions are prepared andrnasked for two managers and one team leaders of e-payment were conducted and also randomrnsampling were employed.rnBoth primary and secondary data was collected for the purpose of this study. Primary data wererncollected using likert scale based questionnaires. After the collection of raw data, classificationrnand tabulation was done by the researcher to make it ready for the analysis. And the data wasrnanalyzed using descriptive statistics. (Correlation analysis& multiple regression models) andrnsecondary data also used like bank manual, annual reports and different books related to Ebankingrnwere used.rnThe empirical findings show that service quality dimensions (reliability, assurance,rnresponsiveness, empathy and tangibility) have significant relationship with customer satisfactionrne-banking. Except Tangibility service quality dimensions (reliability, assurance, responsivenessrn& empathy) have positive and significant impact on customer satisfaction in e-banking ofrncommercial bank of Ethiopia.rnThe basic challenging problems faced by commercial banks of Ethiopia in relation to E-bankingrnare insecurity, erratic power supplies, as well as difficulty in transacting business electronicallyrnwere the main challenges associated with electronic Banking. Also Infrastructurern(telecommunication and power), lack of centrally followed country initiative in similar mannerrnwith other African countries, strong cash habit, technology phobia, lack of trust on it and lack ofrnMerchants’ willingness in relation with POS service are external challenge. Poor employeernawareness in terms of service delivery, maintenance support and lack of a comprehensivernperformance measurement system are internal challengesrnFinally in the last part of the study recommendation of the study is presented

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