The Effect Of E-banking Service Quality On Customer Satisfaction In The Case Of Commercial Bank Of Ethiopia

The banking sector in Ethiopia has experienced massive competition among themselvesrnwith the introduction of Multiple E-banking service specially after 2010 .In order tornminimize their operational costs, and for some other reason commercial banks inrnEthiopia have adopted Electronic banking including ATMs, mobile banking and internetrnbanking, POS, PDA and the like where customer can access their accounts in differentrnways. It can make basic financial services more accessible by minimizing time andrndistance to the nearest retail bank branches as well as reducing the bank‘s ownrnoverheads and transaction- related costs and also enable them to have wider Coverage.rnThe purpose of this study is to examine the effect of e-banking service quality dimensionsrnon customer’s satisfaction of Commercial Bank of Ethiopia. Explanatory ResearchrnDesign with Quantitate Research approach were employed. Both Primary and secondaryrnData were used during this research work. Primary Data was collected via selfadministeredrn360 questionnaires from the population of customers of 20 branches (fivernbranches from each four districts) of CBE in Addis Ababa by using non-probabilityrnsampling approach particularly convenient sampling technique. As secondary SourcesrnDifferent related literature with the topic under study were used .The constructs in thisrnstudy were developed by using measurement scales adopted from prior studies. Therninstrument was evaluated for reliability and validity. Data were analyzed using SPSSrnVersion 20. Results of this study indicated that E-banking service quality was directlyrnassociated with customer perceived service quality. The results in this study indicate thatrnReliability; Responsiveness; Ease of use; Personalization; Security; and Website designrnhave influence on customer’s satisfaction of e-banking. In summary, findings providedrnevidence that E-banking service quality dimensions were influential on customerrnperceived service quality. Security Dimension and Ease of Use dimension has rated asrnthe most and least Significant Service Quality Dimension respectively.rnThe researcher concludes that there is a linear relationship between e-banking servicernquality and customer satisfaction. Management of bank needs to view and think fromrncustomers’ perspectives so that the management understands customers’ expectations.

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