ASSESSMENT ON INTERNET BANKING SERVICE QUALITY: THE CASE OF NIB INTERNATIONAL BANK S.C.

Abstract

The major aim of this thesis is to assess internet banking service quality at Nib International Bank S.C. Using the seven dimension SERVQUAL model i.e. Safety reliability, Transactions efficiency, customer support, service security, ease of use, performance and service content were used to assess the quality of internet banking service offered by the bank. In order to achieve the aim, questionnaire survey were used to collect the data. Convenience sampling procedure was used to obtain the respondent from Nib International Bank S.C. from Addis Ababa city branches customer. The general objective of the study is assessment on internet banking service quality in the case of Nib International Bank S.C. The study was focused methodologically to surveying 95 Addis Ababa located branches through Questioners. Those branches were selected based on their number of internet Banking users. The study also used convenience sampling. The survey shown that on the level of safety reliability check internet banking service haven’t performed the services correctly at the first time login, but users have got the services exactly as promised by the bank after successful login and the system allows them to complete a task accurately when perform activities on the system. The Study revealed that on the level of transactions efficiency confirm internet banking service have up to date information and the users also have got complete help function on the system, but transaction process is not fast on internet banking service. Finally, in order to stay in the business, Nib International Bank needs to keep it the existing good service quality and improvise the poor ones.