E-Banking Service Quality and its Impact on Customer Satisfaction in State Owned Banks in East Gojjam Zone; Ethiopia
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 EBanking service quality
Downloads
- Article PDF
- TEI XML Kaleidoscope (download in zip)* (Beta by AI)
- Lens* NISO JATS XML (Beta by AI)
- HTML Kaleidoscope* (Beta by AI)
- DBK XML Kaleidoscope (download in zip)* (Beta by AI)
- LaTeX pdf Kaleidoscope* (Beta by AI)
- EPUB Kaleidoscope* (Beta by AI)
- MD Kaleidoscope* (Beta by AI)
- FO Kaleidoscope* (Beta by AI)
- BIB Kaleidoscope* (Beta by AI)
- LaTeX Kaleidoscope* (Beta by AI)
How to Cite
Published
2016-05-15
Issue
Section
License
Copyright (c) 2016 Authors and Global Journals Private Limited
This work is licensed under a Creative Commons Attribution 4.0 International License.