Examining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovation
نویسندگان
چکیده
Abstract In this ever-growing competitive banking industry, understanding the effect of electronic service quality on customers’ satisfaction and loyalty is secret to being successful in sector. Ethiopia, measuring sector a new paradigm. The primary purpose research was examine (e-Banking) customer Ethiopia’s emerging industry. Data were obtained using closed-ended structured questionnaire from total 385 participants selected convenience sampling technique. Frequencies, percentage distributions, group modes, standard deviations, Chi-square correlations, multinomial logistic regression employed analyze quantitative data. results confirmed significant variables responsiveness, reliability, security privacy, speed, satisfaction. Similarly, with has loyalty. System availability, easiness use, charge, other hand, have no statistically impact Hence, based findings study, it recommended that banks should focus factors related system speed maximize adoption offers meaningful guarantee takes care problems promptly, provides services precisely as promised, always available quick delivery enables customers be better satisfied thus create committed loyal customers.
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ژورنال
عنوان ژورنال: Journal of Innovation and Entrepreneurship
سال: 2023
ISSN: ['2192-5372']
DOI: https://doi.org/10.1186/s13731-023-00287-y