Assosa university

School of post graduate studies faculty of business and economics

department of management

;
.
By: Yibas Emiru Biftu
Department :business administration
Research proposal presentations
Nov, 2024
Assosa ,ethiopia
 Presentations outline
Introduction Literature review methodology conclusions

Statements of Theories Research area Generalizing

problems
Research variables Research Timing
objectives approach
Research Types of e- populations references
questions banking and sampling
 Back ground of the study
 Internet banking (e-banking) is defined as the provision, delivery and consumption of
financial services using the internet and web-based applications.
 The adoption of internet-based services has now penetrated most industries across
developed, emerging and pre-emerging economist.
 Statement of the problem
 Empirical evidence show that Lack of low internet usage and awareness with
technological devices are also the main factors that affect negatively of the e-banking
services of customers.
 electronic banking system has encountered significant challenges which resulting in
customer dissatisfaction. These challenges include, System Failures, Frequent system
outages and malfunctions have disrupted service availability and frustrated customers at
assosa branch of Abyssiniia bank.
 Research aim
 There fore the study aimed to assess the effect of e-banking service quality on customer
satisfaction in case of Bank of Abyssinia S.C at Assosa branchby busing structural
question model.
Introduction
Research objectives Research question

 To investigate The extent and directions of  What is the extent of potential factors
(reliablity,availablity,transactional
potentiaolfactorsof(reliablity,availablity,tra efficeincy,ease of use,sevice security)
nsactional efficeincy,ease of use,sevice direct or indirect effect on customer
satisfactions.
security) direct or indirect effect on
customer satisfactions.

 To understand how the e-banking  What is the knowledge and understanding

knowledge affects customer satisfaction. levels of customers about electronic banking
 To understand how the service Availability  How do customers understand the
of e-banking affects customer satisfaction. availability of service quality at the Bank of
 To determine the influence of service Abyssinia (BoA) at Assosa branch?
security in e-banking on customer
satisfaction.
Significance of the study
 The study will contribute to the body of knowledge on e-
banking and customer satisfaction within the banking industry by
investigating the relationship between e-banking service quality and
customer satisfaction.
 This study will investigate the relationship between e-banking
services and customer satisfaction at Abyssinia Bank S.C.'s Assosa
Branch
 The findings will provide valuable data for the bank, enabling them to
improve service delivery and customer support.
Literature review
Related theories:-
 Introduction-History of E-Banking Examining the evolution of e-banking services in Ethiopia, tracing its
development and adoption over time.

 Historical Background of Electronic Banking- the

ability to conduct banking and financial transactions electronically via the internet or mobile phone applications.

 Electronic Banking in Ethiopia- Ethiopia's initial foray into e-banking occurred

in 2001 with the introduction of Automatic Teller Machines (ATMs) by the state-owned Commercial Bank of Ethiopia (CBE).

 Types of Electronic Banking Services –

-Automated Teller Machine (ATM)
- Internet banking
- Point of Sales (POS)
- Personal Computer Banking
- Mobile Banking

Benefits of Electronic Banking-

E-banking helps to reduce transaction costs, improve payment efficiency, and provides financial services to customers in a more accessible
manner

 Challenges of Electronic Banking in Ethiopia

in the context of Ethiopia, social and cultural barriers, such as high rates of illiteracy, low awareness, and limited customer acceptance, and are
some of the key challenges faced in the adoption of e-banking.
Literature review

Variables:-
Independent Variables
 Reliability
 Transactional efficiency
 Ease of use
 Availability
 Service security
 Dependent Variables
 customer satisfaction
 Literature review
Conceptual framework
Independent Variables Dependent Variables

Reliability

Service Security

Service Security

Ease of Use

Availability
Literature review
Relationships Hypothesizes
Established

Aggregate Independent Null Hypothesis H05

There is no statistically significant total
Variables to dependent factors effect on customer satisfactions.
variable

Disaggregate Direct Null Hypothesis H01 to

effect of Independent H05
There is no statistically significant direct
Variables to Dependent effect on customer satisfactions.
Variable
Methodology

From This study The The The The Simple

target will focus study study research study's random
customers on the will be will will target sampling
293 sample customers conducte utilize an adopt a population will be
will be of the d at the explanat quantitat consists of employe
drawn by assosa assosa ory ive active e- d to
simple branch of branch research approac banking select
random the bank of of the design to h users at participa
sampling abyssinia, bank of determin the assosa nts from
method primarily abyssinia e the branch of the
residents of , located nature of abyssinia populatio
assosa in assosa the bank with n of
town town, relations individual electroni
ethiopia. hip of 1,100 c
between banking
users at
the
Conclusion
The research will be conducted towards
achievement of the objectives by testing
hypothesis.
 Literatures will be further reviewed in the
process of study.
 The research time is framed to three months
time.
 The research has Reference.
Thank You!!!