The effect of virtual banking service quality on customer satisfaction

The research was undertaking on the effect of Virtual banking service quality on the customers’ satisfaction in Abyssinia bank interactive tailor machine service center at Dire Dawa city. This study was used an explanatory research design regarding purpose and/or research design and quantitative research approach was used. Moreover, it is possibly going to be reflected in the feedbacks from the selected sample respondents, based on a structured questionnaire of a 5-point Likert scale. The study was used non-probability purposive/judgmental sampling method and 384 numbers was used as a sample size. Using SPSS software version 25 for data analysis, descriptive statistics such as frequency, percentage, mean, and standard deviation were used and inferential statistics to analyze the relationship between dependent and independent variables. In this study independent variables were Access, Reliability, Ease of use, Time of delivery, and Privacy/security. Customer satisfaction was treated as dependent variable. The finding of the research shows that there is a significant relationship between the virtual banking service quality dimensions (time delivery, reliably and ease to use) and consumer satisfaction and insignificant relationship between service quality dimensions (Access and privacy /security). It is highly recommended that Abyssinia bank to focus on the insignificant valued obtained on the privacy /security and access of the use of V-banking services of interactive tailor machine service center Abyssinia bank, it is essentially critical to look at those variables since they can affect the profitability and the switching intent of the customers.