Effects of Mobile Banking Service Quality on Customer Satisfaction. The Case of Commercial Bank, Ethiopia

Table of Contents

1. INTRODUCTION

1.1. INTRODUCTION

1.2.Background of the study

1.3.Statement of the problem

1.4.Research questions

1.5.Research objectives

1.5.1. General objective

1.5.2.Specific objectives

1.6.Significance of the study

1.7.Scope and limitation of the study

1.8.Organization of the study

1.9 Summery Of Chapter

2. REVIEW OF LITERATURE

2.1. Introduction

2.2.Theoretical review

2.2.1 A dynamic theory of service delivery

2.2.2. Nursing Services Delivery Theory

2.2.3. Open system theory of service delivery

2.2.4.CustomerSatisfaction

2.2.5. Customer satisfaction Theorems

2.2.5.1. Expectancy disconfirmation

2.2.6.Service Quality

2.2.7.Dimensions of e-service quality

2.3.Empirical review

2.4.ConceptualFramework of the Study

2.5 Summery Of Chapter

3. RESEARCH METHODOLOGY

3.1 INTRODUCTION

3.2. Description of studyArea

3.3. Research paradigm

3.4 Research Design and Research Approach

3.4.1.Research Approach

3.4.2.Research Design

3.5.Sources and type of Data

3.6 Sampling design, procedure and Technique

3.6.1Population, Sampling Frame and Sampling unit

3.6.2 Sample Size determination

3.6.3.Sampling Techniques and procedure

3.7.Methods of Data Collection

3.8. Data Quality Assurance

3.9.Method of Data Analysis and Mode of presentation

3.9.1 Quantitative Data Analysis

3.9.2.Mode of Data presentation

3.10.Ethical Considerations

3.11 Summery Of Chapter

4. RESULT AND DISCUSSION

4.1 Introduction

4.2. Descriptive Analysis of Service Quality Measurement

4.3. Customer Satisfaction

4.4 Correlation and Regression Analysis

4.5 Regression Analysis

4.6.Discussion

4.7 Summery Of Chapter

5. SUMMARY, CONCLUSION, AND RECOMMENDATION

5.1.Summary of Major Findings

5.2.Conclusion

5.2.Recommendations

Objectives and Research Themes

This study aims to examine the effect of mobile banking service quality on customer satisfaction at the Commercial Bank of Ethiopia (CBE) in the Bole District, utilizing the SERVQUAL model to analyze key performance dimensions and provide strategic recommendations for the bank.

• Analysis of mobile banking service quality dimensions: reliability, responsiveness, personalization, web design, and security.
• Measurement of customer satisfaction levels among CBE mobile banking users.
• Evaluation of the impact of technical and service-related factors on customer loyalty and bank reputation.
• Identification of barriers to digital banking adoption, including technical challenges and customer awareness gaps.
• Development of actionable strategies for the Commercial Bank of Ethiopia to enhance its digital service platforms.

Excerpt from the Book

Summary of Chapters

CHAPTER ONE: This chapter introduces the study’s background regarding the financial services industry, the emergence of mobile banking, and the research objectives aimed at understanding the relationship between service quality and customer satisfaction at the Commercial Bank of Ethiopia.

CHAPTER TWO: This chapter reviews theoretical perspectives and empirical literature related to service quality, customer satisfaction, and service delivery theories, concluding with a conceptual framework for the study.

CHAPTER THREE: This chapter details the research methodology, including the explanatory research design, data collection methods via structured questionnaires, and the statistical techniques used for analyzing the sample of mobile banking users.

CHAPTER FOUR: This chapter presents the analysis and discussion of the research findings, utilizing descriptive and inferential statistics to evaluate the impact of service quality dimensions on customer satisfaction.

CHAPTER FIVE: This chapter provides a summary of the major findings, draws conclusions regarding the impact of mobile banking service quality, and offers recommendations for the Commercial Bank of Ethiopia to enhance its digital services.

Keywords

Mobile banking, Service quality, Customer satisfaction, Commercial Bank of Ethiopia, SERVQUAL, Financial services, Reliability, Responsiveness, Personalization, Website design, Security, Digital banking, Online banking, Banking technology, Customer retention.

Frequently Asked Questions

What is the core focus of this research study?

The study investigates the relationship between mobile banking service quality dimensions and customer satisfaction within the Commercial Bank of Ethiopia, specifically focusing on the Bole District.

Which key service quality dimensions are analyzed?

The research evaluates five primary dimensions: reliability, responsiveness, personalization, website design, and security.

What is the primary objective of this thesis?

The objective is to identify and measure how these five service quality dimensions influence the level of customer satisfaction with CBE's mobile banking services.

What scientific methodology was applied in this work?

The study employs an explanatory research design, utilizing both descriptive and inferential statistics (Pearson correlation and multiple regression analysis) based on primary data collected from 396 respondents using a five-point Likert scale.

What does the research cover in its main sections?

Following the introduction and literature review, the main body covers the research methodology, followed by empirical result analysis and discussion, and finally conclusions and recommendations.

What are the primary keywords characterizing this work?

Key terms include mobile banking, service quality, customer satisfaction, Commercial Bank of Ethiopia, and the SERVQUAL model.

How did security and personalization perform in the analysis?

The findings indicate that personalization and security are dominant factors impacting customer satisfaction, with personalization ranking particularly highly in the prediction model.

What are the main recommendations for the Commercial Bank of Ethiopia?

The bank is advised to continuously invest in its IT systems, enhance user experience through mobile application updates, improve technical support responsiveness, and prioritize security while maintaining efficient service performance.