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

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. Furthermore, the E-Banking   service quality dimensions (tangibility, reliability, responsiveness and empathy) significantly explain 79.2% of the variations in the level of customer satisfaction in state owned banks. Based on the findings of the study, it is advisable to the management of the bank to pay attention for training and developing staffs’ skill in using E-Banking   services in addition to installing the E-Banking in appropriate place accessible places.

Keywords: state owned banks, E-banking, service quality, customer satisfaction, Ethiopia