EFFECT OF E-BANKING SERVICE ON CUSTOMER SATISFACTION: A CASE OF SELECTED COMMERCIAL BANK OF ETHIOPIA IN ARBAMINCH CITY

Abstract

This study was undertaken to analyze the effects of e-banking service on customer satisfaction in Arbaminch city. The study was conducted based on the data gathered from six branches of commercial bank of Ethiopia; (Arbaminch, secha, sikela, nechsar, abaya and Garo branches).This study used questionnaire as instrument of data collection. Convenience sampling method was used to select samples from the target population. The study has applied both descriptive and explanatory research design. The collected data was analyzed by correlation and multiple regression analysis with the help of SPSS.Theresult of the study revealed that responsiveness, user friendly, security, service system availability, and save timewere significant in affecting the customer satisfaction.This findings of the study can be used for developing service strategies to address efficient and effective service to the customers so that they can increase customers’ satisfaction. The major finding of the regression result shows that all the service determinants are positively related to the customer satisfaction. Therefore the bank has to develop a policy package which helps to improve it Online banking service thereby ascertain its customers’ satisfaction