Get started
Work

Effect of Mobile Banking service on customer satisfaction for evidence of five selected banks in Dire Dawa City,

Year: 2025
Type: article
Abstract: The purpose of this study is to examine the effect of mobile banking serviceson customer satisfaction in Ethiopia, in case of Dire Dawa City. This study adopted a quantitative research approach by using a primary data source. Descriptive and explanatory research design was used for this study. And to determine the sample size, Yemane (1967) formula was applied by using non-probability sampling technique specifically convenience sampling technique was used.This study was conducted based on the data gathered from customers of fife banks Commercial Banks, Dashen Bank, Awash International Bank, cooperative Bank of Oromia and Abyssinia Bank in Dire Dawa City. Survey was conducted using questionnaire. Out of 399 questionnaires that have been distributed, 374 were responded. The analysis of the data was done with the help of the SPSS v27 and Stata. The research results found Reliability, Personalization and Ease of Use, Security, cost reduction, , and anytime anywhere banking facility, data fast transfer and time saving have positive effect on mobile banking service on customer satisfaction, whereas access to current and historical transactional were found to have insignificant effect on mobile banking usage for bank customers located in Dire Dawa. The study recommended banks to consider investing in campaigns and arranging information sessions to demonstrate the features of mobile banking services, and its benefits over traditional channels.
DOI: 10.20372/nadre:19213
Author: Walelign Yibeltal
Language: English
Open Access status: green
OpenAlex ID: W7083690835
FWCI:
Cites:
Cited by:
Related to: