May 14, 2025 Journal article Open Access

Kuba Teshome Gashaw

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    "description": "<p>Customer satisfaction has been one of the main concerns of banks of late. This has been necessitated by the stiff competition in the banking industry. The main objective of the research is to examine the impact of e-banking services on customer satisfaction in the Cooperative Bank of Oromia at north Finfine district. Sample sizes of 380 electronic banking customers&rsquo; from five branches are used, and common non-probability convenient sampling was employed. This study presents what impact electronic banking has on customer satisfaction in comparing with traditional brick and mortar banking service. The study used tables, percentages, mean, standard deviation to see the relationship between demographic characteristics and e-banking, and regression analysis test has been conducted to explain the variables which determine customers&rsquo; satisfaction in e-banking. Logistic regression test show that age and education qualification has significant impact on customer satisfaction. The main study finding implied that majority of users of e-banking are the male, the young, the educated, salaried and students, and there is also a relationship between e-banking and demographic characteristics, customers highly preferred office, ATM&amp; Mobile Banking mode of e-banking to others mode of transaction. e-banking has improved customer satisfaction, there are customers who don&rsquo;t know the fee charged for being e-banking users, the bank customers&rsquo; satisfaction increased after being e banking users, enabled customers to control their account movements. Recommendation made that the bank should design and implement the mechanism of increasing their electronic banking customers&rsquo; confidence, knowledge, technology utilization, availability of E-banking and technological skill via sustainable awareness creation programs of using e- banking service to lower the cost of the bank and provides a chance to retain the deposit in its banking system.</p>", 
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    "title": "THE IMPACT OF ELETRONIC BANKING ON CUSTOMER  SATISFACTION IN COOPERATIVE BANK OF OROMIA (S.C", 
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