E-Banking Service Quality and its Impact on Customer Satisfaction in State Owned Banks in East Gojjam Zone;  Ethiopia

E-Banking Service Quality and its Impact on Customer Satisfaction in State Owned Banks in East Gojjam Zone; Ethiopia

Simon Nahusenay Ejigu Lecturer

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α Debre Markos University

E-Banking Service Quality and its Impact on Customer Satisfaction in State Owned Banks in East Gojjam Zone; Ethiopia

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Abstract

This study aimed to examine the effect of E-Banking service quality on customer satisfaction in the state owned banks in Ethiopia in Debre Markos town. To achieve the objectives of this study, data were collected through questionnaire from a sample of 190 bank customers. These respondents were selected using simple stratified sampling method from both Woreda and zonal level E-Banking users. The data collected from the questionnaire were analyzed using Statistical tools such as mean, standard deviation, correlation, and multiple regression analysis using SPSS version 20. The results of this study indicated that, except assurance the four service quality dimensions (tangibility, reliability, responsiveness and empathy) have positive and significant effect on customer satisfaction. The finding of this study also indicates that customers were most satisfied with the responsiveness dimensions of E-Banking service quality.

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Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

Data Availability

Not applicable for this article.

How to Cite This Article

Simon Nahusenay Ejigu. 2017. \u201cE-Banking Service Quality and its Impact on Customer Satisfaction in State Owned Banks in East Gojjam Zone; Ethiopia\u201d. Global Journal of Management and Business Research - B: Economic & Commerce GJMBR-B Volume 16 (GJMBR Volume 16 Issue B8): .

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GJMBR Volume 16 Issue B8
Pg. 25- 35

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

Keywords

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Classification

GJMBR-B Classification: JEL Code: E59

Submission ReceivedDecember 16, 2015
Peer Review Double Blind
Handling Editor
Accepted December 31, 2015
Published January 15, 2016

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v1.2

Issue date

February 4, 2017

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Article Matrices

Total Score: 101

Country: Unknown

Subject: Global Journal of Management and Business Research - B: Economic & Commerce

Authors: Simon Nahusenay Ejigu (PhD/Dr. count: 0)

View Count (all-time): 147

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Publish Date: 2017 02, Sat

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Total Views: 3598

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