A Comparative Study On The Factors Influencing Customer Satisfaction On E-Banking In Trivandrum And Addis Ababa

  Essayas Taye Lemma,  Dr. K. S. CHANDRASEKAR

Today the refined technology has taken an important place in the upcoming development of financial service, particularly banking sector development is affected more than any other financial provider groups. Increased use of mobile services and internet as a new delivery channel for banking transactions and international trading requires influencing the banking sectors to pay more attention towards factors of e-banking to satisfy customers. Thus, this study assesses the factors affecting customer satisfaction of e-banking with a particular reference of Trivandrum and Addis Ababa Commercial bank customers. To achieve the aim of the study, the descriptive survey method was employed and multi-stage sampling technique was utilized. To this end, a sample size of the study was (n = 835). The collected data were analyzed based on Factor analysis tool. The major finding was that there is significant difference on factors affecting of customer satisfaction on e-banking between Trivandrum and Addis Ababa.

Keywords- E-Banking, Customer Satisfaction, Technology-based option, Service Quality

Unique Identification Number - IJEDR1804039
Page Number(s) - 204-209
Pubished in - Volume 6 | Issue 4 | November 2018
DOI (Digital Object Identifier) -   
Publisher - IJEDR (ISSN - 2321-9939)

  Essayas Taye Lemma,  Dr. K. S. CHANDRASEKAR,   "A Comparative Study On The Factors Influencing Customer Satisfaction On E-Banking In Trivandrum And Addis Ababa", International Journal of Engineering Development and Research (IJEDR), ISSN:2321-9939, Volume.6, Issue 4, pp.204-209, November 2018, Available at :http://www.ijedr.org/papers/IJEDR1804039.pdf