Impacts Of Electronic Banking Service Quality On Customer Satisfaction: Case Of Cooperative Bank Of Oromia Ambo Town

Abstract

The purpose of the study was to identify the Impacts of electronic banking service quality on customers’ satisfaction in the case of the cooperative bank of Oromia Ambo town. Both descriptive and explanatory research designs were employed in this study. The explanatory type was able to explain the casual link between dependent variables and independent variables employed in this research, and the descriptive also describes the findings of the study by using simple narration between dependent and independent variables. For this research, 369 active customers were selected as a sample size from the total population of 4810 active customers expected to be users of the electronic banking system in the cooperative bank of Oromia Ambo town. The sampling technique that the researcher employed was proportional sampling since the number of active users of e-banking from all cooperative banks in Oromia Ambo town had different customers. The questionnaire was distributed to 369 sample groups in this study to investigate the Impacts of e-banking service quality on customer satisfaction level; however, all of the questionnaires dispatched were properly returned and thoroughly analyzed. Due to the nature of the title, only primary data was employed in order to identify the Impacts of e-banking service quality on customers’ satisfaction in cooperative banks of Oromia available in Ambo town. For this study, one dependent and seven independent variables were employed, namely, Privacy or security, service content, reliability, ease of use, customer support, service quality, and efficiency were used in the study to identify the Impacts of e-banking on customer satisfaction. All of the variables employed had statistically significant Impacts on the customer's satisfaction, and the researcher accepted the alternative hypothesis and rejected the null hypothesis. Therefore the researcher was drawn suggestive recommendation for cooperative banks, and other banks those who uses E- banking service for their customers and it would further increase security status of E-banking service, diversify the service content of E-banking services and boost the reliability service from time to time ,provide free relief for its customers , make easy use of E- banking for both literate and illiterate , the bank would assign highly responsible individual that assist its customers at difficulty period ,make sustainable service quality provision , and attempting to facilitate e- banking usage with minimum cost to maximum service to be competent and efficient among other banking industries currently operating in Ethiopia those were users of E- bankin