| DC Field | Value | Language |
|---|
| dc.contributor.author | DUGUMA, YANET | - |
| dc.date.accessioned | 2021-06-23T12:41:30Z | - |
| dc.date.available | 2021-06-23T12:41:30Z | - |
| dc.date.issued | 2020-12 | - |
| dc.identifier.uri | . | - |
| dc.identifier.uri | http://hdl.handle.net/123456789/5987 | - |
| dc.description.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 | en_US |
| dc.language.iso | en | en_US |
| dc.publisher | ST. MARY’S UNIVERSITY | en_US |
| dc.subject | corebanking,system,solution,customer,customersatisfaction | en_US |
| dc.title | THEEFFECTOFCOREBANKINGONCUSTOMERSATISFACTIONIN COMMERCIALBANKOFETHIOPIA(ACASEOFPIASSABRANCH | en_US |
| dc.type | Thesis | en_US |
| Appears in Collections: | Business Administration
|
