The Effect of Mobile Banking Service Quality on Customer Satisfaction (In Case of Abyssinia Bank Addis Ababa Branch)
Year: 2025
Type: article
Study design: Observational Study
Abstract: Service superiority and customer satisfaction are essential to achieving the firm's existence. As to those detailed purposes, quality service delivery is of primary importance to fulfilling customers. This study investigates the influence of mobile banking service quality on customer satisfaction at the Abyssinia Bank branch in Addis Ababa. As mobile banking becomes increasingly integrated into the banking experience, financial institutions must understand how service quality affects customer perceptions. This study uses a quantitative research design to collect data from a cross-sectional survey distributed to a representative sample of mobile banking users at the branch. The analysis focuses on key dimensions of service quality, including reliability, responsiveness, ease of use, security, and personalization. The results show a strong optimistic association between high service quality and customer satisfaction among Abyssinia Bank's mobile banking users. In particular, factors such as system trustworthiness and user-friendly interfaces were found to significantly increase customer satisfaction. The outcomes deliver respected intuitions for Abyssinia Bank to perfect its mobile banking contributions and progress customer practice. This research contributes to the broader understanding of mobile banking dynamics in Ethiopia, offering practical recommendations for banks seeking to enhance service delivery and foster customer loyalty in an increasingly competitive market.
Author: Tesega Demeke
Institution: Government of Ethiopia
Language: English
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7108224602