The Role of Electronic Banking Service Quality in Enhancing Customer Satisfaction: Evidence from the Commercial Bank of Ethiopia

Abstract

The main aim of this study was to determine the mediation effect of electronic banking service quality on customer satisfaction of commercial bank of Ethiopia in Yeka district some selected branches. To undertake the study, quantitative and qualitative research approaches were used and structured questionnaires were adopted from preceding research works and self-administered. Out of a sample of 192 target respondents, 184 of them were able to complete the questionnaires. The relationship between the variables was analyzed using explanatory research designs and employed descriptive and inferential statistics. The data gathered in the study further assessed using the Statistical Package for Social Science (SPSS) 26.0 statistical program via numerous statistical methods and test techniques (i.e. frequency distribution, correlation, regression, ANOVA). The results of the study stipulated that the dominant electronic banking service quality dimension in commercial bank of Ethiopia is Reliability followed by Tangibility. Reliability is dominated dimensions of electronic banking service quality means the respondents have digital culture; they perceived the use of electronic banking service quality with an attitude of getting anytime and anywhere. The correlation results show that the relationships between the three variables of the study which are electronic banking service quality, all dimensions of electronic banking service quality, and customer satisfaction were positive and strong. The general implication of the study result depicted that the bank should minimize the problems of network failure, unreliable power supply and providing online banking digital culture of the customer so that commercial bank of Ethiopia should enhance their internal capacity and work with the government bodies (Ethio-Telecom, Ethiopian electric power & NBE) to acquire electronic banking service quality and improving customer satisfaction. Therefore, by adopting a service quality of electronic banking, commercial bank of Ethiopia improve customer satisfaction.

Key words: electronic banking, service quality, customer satisfaction

DOI: 10.7176/JIEA/16-1-04

Publication date: April 30^th 2026