This study presents what impact electronic banking has on customer satisfaction in comparing with traditional\nbrick and mortar banking service, its relationship with that of age, occupation and education, its impact on branch\nvisits, the level of customer understanding about e-banking and the opportunities and challenges of e-banking. The\npaper tried to see all the above among 402 properly filled and returned questionnaires of e-banking customers and\ninterview with four branches of the two commercial banks which have started e-banking service in Gondar city when\nthis study was conducted. The study used tables, percentages, chi-square independency test to see the relationship\nbetween demographic characteristics and e-banking, independency t-test to see the visits of branches before and\nafter e-banking by customers is significant or not and regression analysis test has been conducted to explain the\nvariables which determine customers� satisfaction in e-banking. The results of the study implied t that majority of users\nof e-banking are the young, the educated, salaried and students, business men and women are not actively using the\nservice of e-banking and there is also a relationship between e-banking and demographic characteristics, e-banking\ncurrently provided for saving and current accounts holders only, e-banking has improved customer satisfaction, reduced\nfrequency of bank hall for banking service, reduced waiting time for customers, there are customers who don�t know the\nfee charged for being e-banking users, the bank customers� satisfaction increased after being e-banking users, enabled\ncustomers to control their account movements and there is high opportunity to expand e-banking service in the city.
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