Factors Influencing the Perceived Service Quality of Customers in E-Banking

This study investigated factors that influence perceived service quality of e-banking among customers of commercial banks in Ethiopia. The study was based on a two-time survey data on a sample of 499 bank customers drawn randomly. The data were analyzed using a multiple linear regression model. The results of the regression show that perceived usefulness, perceived ease of use, and perceived security and privacy significantly influence the perceived service quality of e-banking. Perceived reliability was not found to influence the perceived service quality in this study. The educational level of e-banking customers positively and significantly influences their perceived service quality. The results of the study present insights to practitioners and bank managers to enhance the perceived service quality and customer satisfaction of e-banking.