Assessment Of E- Banking Service Quality On Customer Satisfaction In Commercial Bank Of Ethiopia

The major objective of this study was an amassment of E- Banking Service Quality inrnthe selected district of commercial bank of Ethiopia in Addis Ababa area. Purposivernsampling was used to select branches. Moreover, random sampling was applied tornselect respondents. Data collection instrument which was used in this study wasrnquestionnaire and interviews. The research design was mixed approach and variousrnstatistical tools like chi- square test, frequency, percentage, Cronbach’s Alpha wasrnapplied and the following findings were identified. The respondents confirmed thernpresence of trust in E-banking services. E-banking was reliable with CBE. E-bankingrnhas impact on customer satisfaction. Moreover, assessment was made on qualityrnservice of e-banking in the context of five dimensions of service quality which arernreliability, responsiveness, assurance, empathy and tangibles. In order to describernfurther the researcher designed hypothetical statement to be tested by chi- square andrnall the hypothetical statements failed to be accepted and alternative hypotheticalrnstatements were accepted. List of recommendations has been presented based on thernfinding of the survey conducted. The CBE should improve provision of ATM, internetrnbanking and POS services to satisfy all customers in standard and functional manner.rnIt should also decrease the down time of the network at all levels, retain the existingrne- banking customers and to improve e- banking service quality, the bank shouldrncontinuously maintain error - free transactions through e-banking. Moreover, thernbank management should improve e- banking quality service so as to satisfyrncustomers’ needs and pay attention to e-banking customer complaints in order tornsatisfy the customer expectation. The management of the bank should regularly runrnresearch activities in order to keep a regular truck of customer satisfaction level of e-rnbanking services quality and conduct further on the impact of e-banking servicernquality dimensions on technological trust and usage by customers of commercialrnbank of Ethiopia.rnKey words: Commercial Bank of Ethiopia, E- banking, service quality dimension,rnreliability, responsiveness, assurance, empathy, tangibles and customer perception

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