Effects of electronic banking service quality on customer satisfaction

Abstract

The main purpose of this study was to examine the effect of Electronic-Banking service quality on customer satisfaction in case of Commercial bank of Ethiopia Afar region branches. The study was an explanatory research design and used the quantitative research approach. Primary data were collected by the structured 5 point Likert scale based questionnaires from 385 conveniently selected E-banking service users and interview with the branch business managers of Commercial Bank of Ethiopia Dubti, Semera, Logia and Ardi branches. The data was analyzed by undertaking the descriptive statistics, Pearson correlation and multiple regression analysis. Results of the study revealed that among the five service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy), tangibility, reliability, assurance and empathy have a positive and significant effect on the customer satisfaction. Thus, management bodies of Commercial Bank of Ethiopia Afar region branches should strive to strengthen these E-banking service quality dimensions.