The Effect Of E-banking Services On Customer Satisfaction The Case Of Selected Commercial Banks In Ethiopia

Today almost all banks in Ethiopia are adopting e banking service system as a means of enhancing theirrnservice quality and customers satisfaction. This time customers are also evaluating their banks in thernlight of e service era. Therefore Banks should provide the level of e – banking service quality demandedrnby customers. . This paper examined “The effect of e - banking services on Customer satisfaction: Therncase of selected commercial banks in Ethiopia”. To do so it used the conceptual model that measuresrnthe effect of e banking service quality dimensions on customer satisfaction that developed by RangsanrnN. & Titida N. (2013) which used six dimensions (reliability, transaction efficiency, customer support,rnservice security, ease of use & performance).The instrument measured e – banking service performancernby using thirty one indicators that belong to the six e – banking service quality dimensions. Therninstrument was tested for reliability and validity before the questionnaire was distributed to 385rncustomers of the selected commercial banks of Ethiopia ( Commercial bank of Ethiopia, Dashen Bank,rnUnited Bank & Cooperative Bank of Oromia), in their Addis Ababa branches. In this quantitativernsurvey, Hypothesis was tested to find out whether the e – banking service quality dimensions had arnsignificant effect on customer satisfaction. The results indicated that all the dimensions had a significantrneffect on customer satisfaction except customer support & performance. Also the regression analysisrnindicated the two most dominant service quality dimensions from among the six dimensions to berntransaction efficiency followed by reliability. The finding of this study is important to help the banks’rnmanagers focus their attention on the e - banking service quality dimension that matters most torncustomers.

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