THE EFFECT OF HELLOCASH SERVICES ON CUSTOMER SATISFACTION THE CASE LION INTERNATIONAL BANK SHARE COMPANY

Abstract

This study sought to analyze the effect of agency banking services on customer satisfaction taking Lion International Share Company as area of the study. To achieve the study objective, explanatory research design and quantitative approach is applied. The target population includes customers of LIB Hello Cash under Addis Ababa City. In order to select the samples stratified sampling technique is employed and a total number of respondents undergoes in this study was 318. The study used questionnaire data collection instruments. Spearman measure of strength of association correlation analysis is used to measure the strength and association between dependent variable, customer satisfaction in agency banking and five independent variables. To analyze the effect of independent variables on customer satisfaction in agency banking Binary regression model was used.After confirming the model was valid the regression analysis and hypothesis testing is performed using SPSS software. The result showed that there is a positive and significant relationship between m customer satisfaction in agency banking and independent variables; Service usefulness, Agent quality, Convenience, Responsiveness and Reliability. Finally, the study recommended that Finally, among others the researcher recommends that Lion International Bank Share Company continues to provide HelloCash of banking servicesto its clients because it played a key role in enhancing customer satisfaction of the Bank.