Assessment of e-banking service on customer satisfaction with special reference to commercial bank of Ethiopia visa card users, at Jimma branch

Abstract

This study assessed the level of customer satisfaction in ATM service quality with special reference to ATM visa card users at commercial bank of Ethiopia in Jimma main branch. The general objective of the study is to assess the level of customer satisfaction in ATM service at commercial Bank of Ethiopia in Jimma branch. The specific purpose of this study were; to assess the level of customer satisfaction with various aspect of ATM service quality provided by commercial bank of Ethiopia in Jimma branch , to analyze customer perception of ATM service quality of commercial bank of Ethiopia in Jimma branch ,to identify the factors affecting customer satisfaction with ATM service. The research reviewed different text books and procedures and other business related materials. Based on the study data collection process was done through using primary data with the help of questionnaire to obtain relevant information pertaining to the study. The data were collected through questionnaires from ATM users of the bank. Questionnaires were distributed to selected 100 respondents based on convenient sampling techniques. After collecting the data, the researcher had processed and analyzed by descriptive analysis using tables and percentage This study assessed different dimensions related to ATM service quality like efficiency of operation, convenience and security and privacy dimension in all these aspects ATM users are satisfied as they replied. Finally the researcher forward and recommendation to the organization that was discovered factors that affect customer satisfaction in ATM service quality