The Effect of Digital Banking Service Quality on Customer Satisfaction: Evidence from the Bank of Abyssinia.

Abstract

In Ethiopia, research on digital banking service is done on customer satisfaction. This study was meant to shed light on this issue by scrutinizing the quality of the digital banking service Specifically, it examines the effect of digital banking the quality of service and relationship of accessibility, reliability, ease of use, time of deliverance, and security on customer satisfaction. The study was conducted by using the Structural Equation Model (SEM). Primary data were collected from 350 customers using a quantitative correlation design. Accordingly, the study shows that four of the independent variables (reliability, time of deliverance, security and service quality) significantly affect customer satisfaction. The findings also revealed that banks need to critically work on customer’s awareness creation on how to use the digital banking and create accessibility of digital banking products and services.