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

Simon Nahusenay Ejigu

Authors

Simon Nahusenay Ejigu

Keywords:

state owned banks, e-banking, service quality, customer satisfaction, 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.

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E-Banking Service Quality and its Impact on Customer Satisfaction in State Owned Banks in East Gojjam Zone; Ethiopia. (2016). Global Journal of Management and Business Research, 16(41), 25-35. https://journalofbusiness.org/index.php/GJMBR/article/view/

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Author Biography

Simon Nahusenay Ejigu

Simon Nahusenay Ejigu is a Lecturer in the Department of Banking and Finance at the College of Business and Economics, Debre Markos University, Ethiopia. His research interests span business economics and financial economics, with a particular focus on the quality of e-banking services and their impact on customer satisfaction in state-owned banks. He has contributed to academic literature with publications including a study on e-banking service quality in the East Gojjam Zone of Ethiopia. Simon also serves as a reviewer for the Global Journal of Management and Business Research (GJMBR), reflecting his active engagement in the academic community. With a growing body of work, he has accumulated 26 citations and maintains an h-index of 3, underscoring his emerging influence in his field.

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