The Effect of Electronic Banking on Customer Satisfaction at Commercial Bank of Ethiopia Wolaita Sodo Town

Abstract

The goal of the study is to analyze various aspects of service quality and relate them to consumer expectations while also determining how to quantify service quality in electronic banking to increase customer satisfaction. In order to measure the impact of electronic banking on customer satisfaction, this study uses seven dimensions that are crucial for providing this service: reliability, ease of use, privacy and security, accessibility, efficiency, responsiveness, and cycle time. This highlights the significance of the topic of electronic banking services and the importance of concentrating on the services offered by the banks that adopted them. A total of 381 consumers who utilize electronic banking made up the study sample. The findings of simple regression showed that electronic banking services have an impact on customer e-satisfaction. The findings demonstrated that the overall service quality aspects have a statistically significant effect on consumer satisfaction with electronic banking. The paired t-test is used in this study to assess the gap between e-banking expectations and perceptions, and the results indicate a statistically significant disparity. Based on the finding of the analysis, recommendations were made.