THE IMPACT OF E-BANKING SERVICES ON CUSTOMER SATISFACTION: THE CASE OF COMMERCIAL BANK OF ETHIOPIA IN NEKEMTEJournal: International Journal of Advanced Research in Engineering and Technology (IJARET) (Vol.11, No. 12)
Publication Date: 2020-12-31
Authors : Neeraj Bali Abebe Shanko Waktole Feyisa;
Page : 1630-1642
Keywords : E-banking; Customer satisfaction.;
The growing use of internet in the banking industry assists to acquire, process, and deliver information to all relevant users through internet banking where bank customers are able to conduct business transactions with banks on personal computers for loan application, account balance inquiry, fund transfer and others which has impact on customer satisfaction. This study investigates the impact of Ebanking on customer satisfaction with reference to commercial bank of Ethiopia found in Nekemte town, Oromia region. The survey method was used to achieve the objective of this research. The population of this study was active e-banking customers of the commercial banks of Ethiopia, Nekemte branch who have been using the service for more than one year. Sample of 164 customer is taken from the bank who has been using at list one of the e-banking types. A questionnaire was distributed to respondent who have been using e-banking to the minimum of more than one year in the selected banks where both qualitative and quantitative data was collected from primary data source. The collected data was analyzed using SPSS version 20 software where different statistical tools were used for elaboration of the basic objective. The result of the study revealed that transaction efficiency has maximum impact on customer satisfaction followed by reliability of service while the service content has the least impact on customer satisfaction. Therefore, management of bank has to work hard for improving perceived transaction efficiency and service reliability so as to increases customer satisfaction with E-banking service in the study area.
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