| Abstract: | ThisstudyassessedtheEffectofCoreBankingonCustomerSatisfactioninCommercialBankof
xi
EthiopiaaCaseofpiassabranchTomeettheobjectivethestudyusedexplanatoryanddescriptive
researchdesignwithmixed(qualitativeandquantitative)researchapproach.Questionnairewas
theprimarydatagatheringtoolsand368customersfilledupthequestionnaireproperly.Thedata
collectedwereanalyzedbyusingdescriptiveandinferential(correlationandregressionanalysis)
statisticsthroughstatisticalpackageforsocialscience(SPSS)version21.Theresearchfinding
showed,independentvariables responsiveness,tangibilityandreliability havestatisticallystrong
andpositiverelationshipwithcustomersatisfaction.Alsoempathyandassuranceweremoderate
andpositiverelationshipwithcustomersatisfaction.Similarly,theregressionresultrevealedthat,
responsivenessand tangibilitywerestatisticallypositiveand strong significantimpactson
customersatisfactionwiththevalueofβ=0.665and0.516respectively.Followingthese,reliability
andassurancewerestatisticallymoderatesignificanteffectsoncustomersatisfaction. Further,
empathywasstatisticallyinsignificantimpactsoncustomersatisfaction.Moreover,qualitative
researchfindingconfirmedtheabovefacts.Theintroductionofcentralizedcorebankingsystem
helpsto savetime,energyandimprovedservicequalityandalsoenhancedcustomersatisfaction.
However,system/networkinterruptionwastheprimarychallengeduringcorebankingservice
provisions.Electricityproblem,poortechnologyexperienceofcustomer,poorcustomerhandling,
inaccessibilityofATM machineand absenceofqualityservices,access,andcustomersurveyand
awarenesscreationweretheotherchallengeforcorebankingserviceusers.Toimprovedcustomer
satisfactionthebankshouldbeused fastservicedeliverychannelandusedup-to-datecore
bankingsolutionsandalso alleviatethechallengesthatarefacecorebankingserviceprovision |
