| Abstract: | The purpose of this study was to investigate the impact of the internet banking service (Oro
Click) and its quality on customer satisfaction in Oromia Bank's selected branches. Based on the
general objective of the research, this study applied descriptive and explanatory research
designs. This study's target population was stratified individuals; a sample of 384 respondents
was established, but only 311 responded completely. This study mainly used a survey
questionnaire that was created using a Likert scale and was based on previous research.
Questionnaires were self-administered and were dropped and picked up immediately after
respondents were done filling them out. The collected data was then presented using tables and
figures. The survey result was analyzed with the help of SPSS, and the major statistics used for
the study were descriptive statistics like mean and standard deviation as well as inferential
statistics such as correlation matrices and multivariate regression analysis. The hypothesis
testing was done through ANOVA. The findings indicate that there are positive and significant
relationships among service quality dimensions such as organization, user-friendliness and
efficiency, availability and convenience, and customer satisfaction. In consequence, this study
concluded that site organization, user friendliness, efficiency, availability, and convenience will
increase customer satisfaction. Accordingly, this study suggests that banks should follow
technology and customer-based relationship marketing systems. |
