July 28, 2025 Thesis Open Access

BY: Tadele Gerba:

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{
  "description": "<p>Advisor: Dula Kumera (PhD candidate)</p>\n\n<p>This study aimed to analyze how mobile banking affected customers&#39; satisfaction with Commercial Bank of Ethiopia in the Horo Guduru Wollega Zone. Explanatory research design was employed to examine the effect of mobile banking on customer satisfaction. To collect data the study used primary data. The study used five branches with a higher number of active mobile banking users were selected using purposive sampling. Among 11,516 customers actively using mobile banking services, 387 sample customers were selected randomly by employing Yemane formula for the response. Of the total respondents, 360 mobile users gave their response accordingly. To measure to what extent customers are satisfied with mobile banking service delivery in CBE&rsquo;s selected branches, the study used descriptive statistics and multiple linear regressions. The finding of the study confirmed that all predictor variables; accessibility, responsiveness, transactional efficiency, ease of use, and reliability were found to be positively impacted by customer satisfaction. The two factors that had the biggest beneficial impact on consumer satisfaction were accessibility and reliability. As a result, in order to maintain client satisfaction, the bank must prioritize making sure that user of mobile banking feel secure. The bank should create a mobile banking application that lets users transfer money between accounts held by several institutions<br>\nKeywords: Commercial Bank, Customer Satisfaction, Mobile Banking,</p>", 
  "license": "http://www.opensource.org/licenses/osl-3.0.php", 
  "creator": [
    {
      "@type": "Person", 
      "name": "BY: Tadele Gerba:"
    }
  ], 
  "headline": "EFFECT OF MOBILE BANKING ON CUSTOMER SATISFACTION: THE CASE OF SELECTED COMMERCIAL BANK OF ETHIOPIA BRANCHES IN HORRO GUDURU WALLAGA ZONE.", 
  "image": "https://zenodo.org/static/img/logos/zenodo-gradient-round.svg", 
  "datePublished": "2025-07-28", 
  "url": "https://nadre.ethernet.edu.et/record/14027", 
  "@context": "https://schema.org/", 
  "identifier": "https://doi.org/10.20372/nadre:14027", 
  "@id": "https://doi.org/10.20372/nadre:14027", 
  "@type": "ScholarlyArticle", 
  "name": "EFFECT OF MOBILE BANKING ON CUSTOMER SATISFACTION: THE CASE OF SELECTED COMMERCIAL BANK OF ETHIOPIA BRANCHES IN HORRO GUDURU WALLAGA ZONE."
}