| Abstract: | Commercial bank of Ethiopia is one of the significant contributors to the economic growth and
development of Ethiopia. This research work intends to investigate the effect of E-payment
system variables on customer satisfaction in Commercial Bank of Ethiopia. In addition the
research investigates major challenges encountered by the bank in delivering the service that
may reduce the level of customer satisfaction in using the technology. Based on literature four
quality dimensions (automatic teller machine, mobile banking, internet banking, and CBE birr)
have been selected as forecasters of customer satisfaction in E-payment. The study adopted
quantitative and qualitative research approach. Data were gathered through already tested
questionnaire from 399 CBE E-payment users in Addis Ababa. The samples were selected from
five special branches by purposive sampling technique. The data was gathered through 5-point
likert scale and analyzed with the help Statistical Package for Social Science (SPSS) version 25.
To test the relation between e payment satisfaction and the selected variables, descriptive
statistics and regression analysis was used. The result shows that the product of e payment
(automatic teller machine, mobile banking, internet banking, and CBE birr) have strong
relationship on e payment customer satisfaction in CBE. More over the finding reveals customer
satisfaction in using e payment has a relation with age and educational level. The major
challenges that the bank faced in providing the service are; service broken due to internet
connectivity and electric power problem, lack of Information and Communication infrastructures
and lack of customer awareness in using the technology. Therefore CBE need to satisfy these
dimensions (automatic teller machine, mobile banking, internet banking, and CBE birr) by all
means in order to achieve customer satisfaction in e payment. In order to sustain customer
satisfaction, CBE should work with concerned government bodies (Ethio-telecom & Electric
power corporations). In addition to government support the bank should strive along with all
banks in Ethiopia with the help of Bankers association so as to have dedicated infrastructure to
financial institutions in the country. |
