THE EFFECT OF INTERNET BANKING SERVICE’S (ORO CLICK) QUALITY ON CUSTOMER SATISFACTION: IN THE CASE OF OROMIA BANK

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.