Abstract:
The main purpose of this study is to examine the effect of E-banking service quality on
customer satisfaction in case of CBE Arba Minch Branches. The study was an explanatory
research design and used the quantitative research approach. The structured Likert scale-
based questionnaires were distributed and collected from 204 conveniently selected E-
banking service users of CBE Arba Minch, Secha, Sikela and Nechsar branches. The data
was analyzed by undertaking the descriptive statistics, Pearson correlation and multiple
regression analysis. Results of the study revealed that among the five service quality
dimensions (reliability, responsiveness, assurance, empathy and tangibility), assurance has
the highest positive effect on customer satisfaction followed by reliability and responsiveness
whereas empathy and tangibility have relatively less positive effect on customer satisfaction.
Furthermore, the results generated by E-banking service quality dimensions explain
significant variation in customer satisfaction. As a result, the researcher concludes that E-
banking service quality has positive and significant effect on customer satisfaction.
