ASSESSEMENT OF CUSTOMER SATISFACTION WITH E-BANKING: EMPRICAL EVIDENCE FROM SELECTED COMMERCIAL BANKS IN ETHIOPIA

Abstract

This study is aimed about assessment of customer satisfaction on e-banking. The study was conducted based on data collected from customers and employees of PSS through questionnaires and interviews. Moreover, To achieve the research objective the research adopted a descriptive research design; using both qualitative and quantitative approach. Moreover convenience sampling technique was employed. The designed questionnaires were distributed to 204 respondents, of which 187 were gathered from the customer of the six PSS banks. Source of data were primary and secondary; primary data were collected by using 5-point Likert -scale. Due to the fact that AIB, UB and NIB have high level of customers among PSS member banks that is why the three banks have been chosen to collect the data. The collected data was analyzed using SPSS 20.0. focus on descriptive analysis like frequency, percentage, mean and standard deviation. The research finding shows that the major problem faced by PSS member banks in relation to e-banking is network failure, lack of reliable power supply, security risk and delay on response related with charge back issue. In addition to this, the survey result also implied that most of PSS member banks customers were satisfied with PSS ATMs services and also surprisingly the customers do prefer to get the service through the shared automated teller machine, since it saves time. However, the study suggests a series of measures should be taken on the above hindrance on implementing ATMs. And also to sustain a reliable service for such technology, PSS member banks should work together with regulatory bodies.