The Significance of Electronic Banking Service Delivery Practice That Affect the Sustainability of Customer Expectations: The Case of CBE Negele & Liban Town

Abstract

The aim of this study is to analyze the Significance of Electronic Banking Service Delivery practice that affect sustainability of Customer Expectations as well as relations to variables like, marital status, occupation, education level, experience, type of customer, time of use for month and type of customer e-banking) and main challenges of electronic banking service delivery practice which affect sustainability of customer expectations. The data was collected through questionnaire and probability sampling was used to get accurate and fair responses from the targeted population and mostly primary data was used for the study. The analyzed data was expressed by using table, percentage, correlation as well as correlation among variables that shows Quality of Customer Expectations in CBE Negele and Liben branch. The analyzed data was shows that all variables have positive and significant effect on Quality of Customer Expectations where responsiveness and Ease of use have not significant effect on Quality of Customer Expectations Quality of Customer Expectations. There by improves customer service delivery, accessibility of electronic banking, deals with customer keep customer electronic security improves Quality of Customer Expectations in CBE Negele and Liben branches.