Authors: Dr. K. S. CHANDRASEKAR and ESSAYAS TAYE LEMMA
Abstract
The purpose of this study expected to add to the existing knowledge in the electronic banking field of study. To help the banks and policymakers have a better understanding of the Mobilebanking dimensions and their contributions towards customer satisfaction. Especially since not much research has been done in this regard in Addis Ababa, Ethiopia, which has becomethe hub of e-banking development after the recent demonetization by the present government, enabling people to go cashless and enhance a digital economy. A descriptive survey with the help of a Likert based questionnaire was conducted to investigate the impactof Mobile Banking service on customer satisfaction in Addis Ababa. Multi-stage sampling wasused and various kinds of Mobile banking customers were approached in Addis Ababa. Data were collected from a sample of 450 Mobile banking customers.The major finding was that there is a significantrelationship between customer satisfaction and Mobile banking service in Addis Ababa with related to Security, Privacy, Ease of use, Perceived usefulness, Accessibility and Awareness factors.
Keywords: Mobile Banking, E-Banking, Customer Satisfaction, Technology-based Options
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