The impact of electronic banking on customers' satisfaction

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The general objective of the study was to examine the impact of electronic banking on customer satisfaction in banking service by taking Wegagen bank branches in Mekelle as a case study. To this effect, mixed research method was employed and data was collected from 280 users of E-banking of six branches of the Wegagen bank using convenience-sampling technique. SERVPERF model were considered as the base for this study by applying the descriptive cross sectional survey design. A questionnaire with 5-point Likert scale has used to collect the data by conducting survey. The results of the study implied that majority of users of E-banking were the male, single, the educated (First-degree holders), salaried (private organizations); whereas, businesspersons and women are not actively using the service of E-banking. E-Banking currently provided for saving and current accounts holders only. E-banking has improved customer satisfaction, reduced frequency of bank room and waiting time for customers. There were customers who do not know the fee charged for being E-banking users. The bank customers’ satisfaction increased after being E-banking users, enabled customers to control their accounts.


Tsegay Gebremedhin


Tsegay Gebremedhin Berhe was born in 1978 in Saesie Tsaeda Emba, Tigrai, Ethiopia. He graduated Wukro High School in 2003, and completed his higher education in Bahirdar University with B.ED in Mathematics, B.A in Economics in Admas and MBA in Adigrat University.

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LAP LAMBERT Academic Publishing


Electronic Banking, ATM, Mobile banking, Customer satisfaction

Product category:

SCIENCE / Chemistry / General