alexa The Impact of Electronic Banking on Customers Satisfact
ISSN: 2167-0234

Journal of Business & Financial Affairs
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Research Article

The Impact of Electronic Banking on Customers Satisfaction in Ethiopian Banking Industry (The Case of Customers of Dashen and Wogagen Banks in Gondar City)

Worku G1, Tilahun A1 and Tafa MA2*

1Faculty of business and economics (FBE), University of Gondar, Gondar, Ethiopia

2Dashen Bank S.C., Sierra Leone St, Addis Ababa, Ethiopia

*Corresponding Author:
Milion Assefa Tafa
Master in MBA, Dashen Bank S.C
Sierra Leone St, Addis Ababa, Ethiopia
Tel: +251 11 466 1380
E-mail: [email protected]

Received January 14, 2016; Accepted February 10, 2016; Published February 20, 2016

Citation: Worku G, Tilahun A, Tafa MA (2016) The Impact of Electronic Banking on Customers’ Satisfaction in Ethiopian Banking Industry (The Case of Customers of Dashen and Wogagen Banks in Gondar City). J Bus Fin Aff 5:174.doi:10.4172/2167-0234.1000174

Copyright: © 2016 Worku G, et al. This is an open-access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.



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


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