Abstract:
The main objective of this study was to investigate the effect of electronic banking service quality
on customer satisfaction at Dashen Bank in Debre Birhan Town, Ethiopia. The researcher used
a quantitative approach and descriptive and explanatory research design to achieve the
objective of the study. The study also used primary data sources and the data collection
instrument was structured close-ended survey questionnaires using the five-point Likert scale
adopted from different scholars in previous studies. The researcher used the Statistical Package
for Social Science (SPSS) tool in order to find the results of descriptive and inferential statistics
analysis. The findings indicate that all examined seven dimensions of e-banking service quality
(reliability, responsiveness, assurance, empathy, tangibility, convenience, and privacy/security)
have positive and statistically significant effects on customer satisfaction. Assurance was found
to be the most influential factor, followed by Convenience and Tangibility, highlighting their
importance for customer satisfaction. While reliability also had a positive effect it held the
weakest influence among significant factors. In conclusion, the findings of this study suggest that
electronic banking service quality has a significant positive impact on customer satisfaction in
Dashen Bank at Debre Birhan Town. Banks can improve customer satisfaction by ensuring
reliable and responsive services, providing customers with assurances about the security of their
transactions, fostering empathetic interactions with customers, and making their services more
tangible, convenient, and private. These findings suggest that Dashen Bank should focus on
improving the quality of its electronic banking services to enhance customer satisfaction.
