Abstract:
The main objective of this study was to examine the effects of electronic banking on customer satisfaction in
Commercial bank of Ethiopia specifically at selected branches of kolfe district. The study adopted both
descriptive and explanatory research. In order to get relevant data from the target populations both quantitative
and qualitative research approach was used. To achieve these objectives, simple random sampling comprising
stratified sampling was used. Accordingly, from 107,461study populations, 398sample populations were taken
through questionnaire and digital department of kolfe district management were interviewed. The study identified
five dimensions of electronic banking services i.e. access, reliability, security, ease of use and efficiency to
examine their effects on customer satisfaction and analyzed them using both descriptive and regression analysis
method using SPSS version 24 software. From the findings, the study concludes that, access, ease of use and
efficiency of electronic banking services of commercial Bank of Ethiopia had a positive significant effect on
customer satisfaction while reliability and security of e-banking services had insignificant effect on customer
satisfaction. In addition, the study concludes that the age and educational level of customers have significant
effect on using e-banking services of the bank. Based on the study results, the researcher recommended that the
bank should work much in increasing the number of users from all aspects that is from age, education status,
occupation and forms of e-banking services.
