Assessment of Digital Banking Growth and its Impact on Customer Satisfaction in Ethiopia Banking Industry: The Case on Commercial Bank Ethiopia Dire Dawa District
Year: 2025
Type: article
Abstract: The world has been shocked by the speedy advances in technology over the past several decades. it's touched associate degree and has left an unreadable mark on everything and something that folks will fathom. The same is true for digital banking which allows customers to check accounts, transfer money and can have access to numerous banking products and services. It has a vital role in the economy helping buyers and sellers to make financial transaction through the exchange of goods and services without physical contact. It's crucial to consider how customers use these technologies and whether they can actually meet their needs. Some banks view them as a path for service quality improvements, while others see them as cost-effective tool for service delivery. Therefore, the study focuses on the effect on client satisfaction in digital banking service in Commercial Bank of Ethiopia. A research population is generally a large number of collections of individuals or subjects that are the main focus of a scientific query. Customer of Dire Dawa District was used the study population of this particular study. This study used a stratified and then random sampling technique and then the elements would be selected randomly from each stratum. The ability to deliver digital banking service as promised has a positive effect on customer satisfaction. Majority of customers are satisfied with the current delivery digital banking system. But employees in the banks have a problem in helping and advising customers on how to use the new digital banking. The bank needs to evaluate their status constantly, work for continuous improvements, be customer centric, design efficient customer support system, develop customer resolution desk in each branch, provide continues training program and create awareness about new digital banking service. The study concludedE- Banking is playing a major role that it’s improving the service quality and strengthens the banking sector because of the digital payment there is increase in customer satisfaction level, increased productivity, reduction in cost of banking operations, settlement faster and in large volumes. Therefore, recommended that banks provide customers with uninterrupted, reliable and convenient digital banking services in order to satisfy and retain customers.
DOI: 10.20372/nadre:20278
Author: Yohannes Dana
Language: English
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W7091690339
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