Customer Perception On Service Quality For Electronic Banking The Case Of Awash Bank

The study aimed to examine the customer perception to ward of Electronic banking servicesrnquality on the customers’ Awash Bank. Electronic banking services are represented by (ease ofrnuse, usefulness, reliability, responsiveness, age, education, and Security). The population of thernstudy consisted of customers of the Awash Bank North Addis Ababa Region. The researchrnemployed a cross-sectional descriptive research design targeting customers of Awash BankrnNorth Addis Ababa Branch where a sample of 380 respondents was obtained. The respondentsrnwere identified using a systematic random sampling technique. The collection of data was donernthrough the use of questionnaires and analyzed through descriptive statistics and inferentialrnstatistics. The descriptive statistics consisted of frequencies, mean, and standard deviation.rnCorrelation analysis and multiple regression analysis were used to explore how the dimensionsrnof perceived service quality relate to the expected service quality. For this purpose, Pearsonrncorrelation coefficients were calculated. Also, multiple regression analysis was adopted tornexamine the relationship between the combination of perceived service quality dimensions andrnexpected service quality.rnTo this respect, responsiveness, security, and age are positively and significantly influence thernperceived customer service quality among the sampled bank customers. Whereas reliability andrneducation are negatively and significantly influence the perceived customer service quality. Thernstudy recommends the need for Awash Bank to always ensure that their electronic bankingrnservices remain reliable to its customers if indeed they need to remain competitive in the market.rnThe study further recommends the need for banks to innovate ways of enhancing the way theyrnrespond to customer needs and improving the existing ones to avoid service breakdowns. Banksrnneed to consider security as one of the strong considerations in enhancing electronic bankingrnservice quality. This can well be achieved through the creation of real-time security monitoringrndepartments.

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