It was proven that perceived service quality had a positive relationship with customer satisfaction and the researcher think this supports the argument of linking mobile banking service and customer satisfaction. They use the SERVQUAL model but rather the dimenstiononly scale to assess service quality other than website desig nand responsivness. The researcher therefore think using the SERVQUAL model (MiykelSisaye)model would be a contribution to existing research mobile banking context. This is the current research gap and in order to fill the gap, the researcher was try to measure service quality and customer satisfaction, The study aimed at examining the effect of five online banking service quality dimensions on the customers satisfaction in the case of CBE. The study followed an explanatory research design identifying the dimensions of service quality for online services namely reliability, responsiveness, ,personalization, web design and security as independent variable and customer satisfaction as dependent variable. Primary data was collected for the analysis based on five points Likert scale from 396 sample respondents who are customers of CBE online banking services. The data was coded and analyzed using SPSS version 25 software. The reliability of the instrument was checked using Cronbach’s alpha test. The data analysis employed both descriptive and inferential statistical methods. The descriptive statistics was used for summarizing the background of respondents and computing average score of CBE on each dimensions of service quality and customers satisfaction. Correlation and multiple regression analysis were conducted to examine the relationship between the dependent and independent variables.
Inhaltsverzeichnis (Table of Contents)
- CHAPTER ONE: INTRODUCTION
- 1.1. INTRODUCTION
- 1.2.Background of the study
- 1.3.Statement of the problem
- 1.4.Research questions
- 1.5.Research objectives
- 1.6.Significance of the study
- 1.7.Scope and limitation of the study
- 1.8.Organization of the study
- 1.9 Summery Of Chapter
- CHAPTER TWO: REVIEW OF LITERATURE
- 2.1. Introduction
- 2.2.Theoretical review
- 2.3.Empirical review
- 2.4.ConceptualFramework of the Study
- 2.5 Summery Of Chapter
- CHAPTER THREE: RESEARCH METHODOLOGY
- 3.1 INTRODUCTION
- 3.2. Description of studyArea
- 3.3. Research paradigm
- 3.4 Research Design and Research Approach
- 3.5.Sources and type of Data
- 3.6 Sampling design, procedure and Technique
- 3.7.Methods of Data Collection
- 3.8. Data Quality Assurance
- 3.9.Method of Data Analysis and Mode of presentation
- 3.10.Ethical Considerations
- 3.11 Summery Of Chapter
- CHAPTER FOUR: RESULT AND DISCUSSION
- 4.1 Introduction
- 4.2. Descriptive Analysis of Service Quality Measurement
- 4.3. Customer Satisfaction
- 4.4 Correlation and Regression Analysis
- 4.5 Regression Analysis
- 4.6.Discussion
- 4.7 Summery Of Chapter
- CHAPTER FIVE: SUMMARY, CONCLUSION, AND RECOMMENDATION
- 5.1.Summary of Major Findings
- 5.2.Conclusion
- 5.2.Recommendations
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
The main objective of this thesis is to investigate the effect of mobile banking service quality on customer satisfaction at the Commercial Bank of Ethiopia in the Bole district. The study aims to understand the relationship between various aspects of service quality and the overall satisfaction experienced by customers using the bank's mobile banking services.
- Impact of Mobile Banking Service Quality on Customer Satisfaction
- Dimensions of Mobile Banking Service Quality
- Relationship between Service Quality and Customer Loyalty
- Factors Influencing Customer Satisfaction with Mobile Banking
- Empirical Analysis of Mobile Banking Service Quality and Customer Satisfaction in Ethiopia
Zusammenfassung der Kapitel (Chapter Summaries)
CHAPTER ONE: INTRODUCTION: This chapter introduces the research topic, providing background information on mobile banking in Ethiopia and the Commercial Bank of Ethiopia. It clearly defines the research problem, focusing on the gap in knowledge concerning the effect of service quality on customer satisfaction within this specific context. The chapter outlines the research questions and objectives, specifying the aim to explore the relationship between service quality dimensions and customer satisfaction. The significance of the study is highlighted, emphasizing the potential contribution to both academic understanding and practical improvements in mobile banking services. Finally, the scope, limitations, and organizational structure of the thesis are detailed.
CHAPTER TWO: REVIEW OF LITERATURE: This chapter presents a comprehensive review of existing literature related to service quality, customer satisfaction, and mobile banking. It explores various theoretical frameworks relevant to understanding the relationship between these concepts, such as expectancy disconfirmation theory. The empirical review summarizes findings from previous studies, highlighting both similarities and contradictions in the research landscape. This chapter establishes a strong foundation for the current study by synthesizing existing knowledge and identifying areas requiring further investigation. The conceptual framework developed in this chapter guides the research methodology and data analysis.
CHAPTER THREE: RESEARCH METHODOLOGY: This chapter describes the research design and methodology employed in the study. It details the research approach, which is likely quantitative, specifying the data collection methods used to gather information from customers of the Commercial Bank of Ethiopia. The chapter explains the sampling techniques and sample size determination, ensuring the study's representativeness. It further outlines the data analysis methods used to assess the relationship between service quality and customer satisfaction. Finally, ethical considerations are discussed, emphasizing the importance of maintaining the confidentiality and integrity of participant data.
CHAPTER FOUR: RESULT AND DISCUSSION: This chapter presents the findings of the empirical analysis, presenting descriptive statistics related to the service quality dimensions and customer satisfaction levels. It then analyzes the relationship between these variables, likely using correlation and regression techniques, to determine the strength and nature of the association. The chapter proceeds to a detailed discussion of the findings, relating them back to the literature review and theoretical framework established in previous chapters. It offers interpretations of the results, exploring the implications of the study's findings in the context of mobile banking in Ethiopia.
Schlüsselwörter (Keywords)
Mobile banking, service quality, customer satisfaction, Commercial Bank of Ethiopia, Ethiopia, empirical research, regression analysis, mobile banking service quality dimensions, customer loyalty.
Frequently Asked Questions: Comprehensive Language Preview
What is the main objective of this thesis?
The main objective is to investigate the effect of mobile banking service quality on customer satisfaction at the Commercial Bank of Ethiopia in the Bole district. It aims to understand the relationship between service quality aspects and overall customer satisfaction with the bank's mobile banking services.
What are the key themes explored in this thesis?
Key themes include the impact of mobile banking service quality on customer satisfaction, the dimensions of mobile banking service quality, the relationship between service quality and customer loyalty, factors influencing customer satisfaction with mobile banking, and an empirical analysis of mobile banking service quality and customer satisfaction in Ethiopia.
What does Chapter One cover?
Chapter One provides an introduction, including background information on mobile banking in Ethiopia and the Commercial Bank of Ethiopia. It defines the research problem, outlines research questions and objectives, highlights the study's significance, and details the scope, limitations, and organization of the thesis.
What is the focus of Chapter Two?
Chapter Two presents a literature review on service quality, customer satisfaction, and mobile banking. It explores relevant theoretical frameworks, summarizes findings from previous studies, and establishes a conceptual framework guiding the research methodology and data analysis.
What methodology is described in Chapter Three?
Chapter Three details the research design and methodology, including the research approach (likely quantitative), data collection methods, sampling techniques, data analysis methods, and ethical considerations.
What are the key findings presented in Chapter Four?
Chapter Four presents the empirical analysis findings, including descriptive statistics on service quality and customer satisfaction, and an analysis of the relationship between these variables (likely using correlation and regression). It discusses the findings in relation to the literature review and theoretical framework.
What is included in Chapter Five?
Chapter Five summarizes major findings, presents conclusions based on the research, and offers recommendations stemming from the study's results.
What are the keywords associated with this thesis?
Keywords include mobile banking, service quality, customer satisfaction, Commercial Bank of Ethiopia, Ethiopia, empirical research, regression analysis, mobile banking service quality dimensions, and customer loyalty.
What is the overall structure of this document?
This document provides a comprehensive language preview, including a table of contents, objectives and key themes, chapter summaries, and keywords. It is designed to give a clear overview of the thesis's content and approach.
What type of data analysis is used?
The thesis utilizes correlation and regression analysis to determine the strength and nature of the association between service quality and customer satisfaction.
Where was this research conducted?
This research was conducted at the Commercial Bank of Ethiopia in the Bole district.
- Quote paper
- Tarekegn Balango (Author), 2023, Effects of Mobile Banking Service Quality on Customer Satisfaction. The Case of Commercial Bank, Ethiopia, Munich, GRIN Verlag, https://www.grin.com/document/1351490
