Effects Of Electronic Banking On Customer Satisfaction: The Case Of Commercial Bank Of Ethiopia Kolfe District.

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.