The Effect of E-Banking Service Quality on Customer Satisfaction in The Banking Sector of Ethiopia (case study: Five Selected Grade Four Branch Customers of CBE)

Abstract

The research is undertaking on the effect of electronics banking service quality on the customers’ satisfaction in the banking sector of Ethiopia. Since customer satisfaction is a high priority as one of the goals of banks, this study aims to investigate the effect of e-banking service quality on customer satisfaction. This study has been an explanatory research regarding purpose and/or research design. Qualitative and quantitative research approach was used. The statistical population consists of 100 customers of CBE. Moreover, structured questionnaires would be used to collect the information. The questionnaires were developed in two sections by the researcher. Inferential and descriptive data analysis technique has been used. The validity of the questionnaire was confirmed by a group of experts. Furthermore, SPSS version 20 software has used to analyze the data. The major findings of this study were service quality and privacy of e-banking has been significant factor on customer satisfaction. The researcher concludes that there was a linear relationship between e-banking service quality and customer satisfaction. There is the need to create awareness and educate majority of the banking population or users on e-banking especially in mobile and internet banking as a recommendation.