ASSESSMENT OF CUSTOMER SATISFACTION ON E-BANKING PRACTICE (THE CASE OF UNITED BANK S.C. IN ADDIS ABABA)

Abstract

E-Banking has become an important topic for financial institutes, especially since the business sector of financial services is related to conditions of uncertainty. Consequently, this research looks at the E-Banking practice of united bank s.c. The data were collected by questionnaire survey method and interview for those who are convenient for the researcher and the total population of those involved in E-banking practices and E-banking user were many, but those who are convenient for the study were taken and 387 questionnaires were distributed, but only 322 of them, 83% were returned. From the survey result establishing appropriate E-Banking environment is found to be very important for the well-being of the bank in order to maintain the existing customers and attract the new ones. In general, the mean value of the four E-Banking perspectives, it is found that there is a dissatisfactory E-banking practices with in united bank s.c For instance, security, availability, easy of use since it is technology related and processing activity of the bank in order to alleviate problems encountered by its customers should be further improved. Key words: