Research Article
The Effect of Mobile Banking Service Quality on Customer Satisfaction (In Case of Abyssinia Bank Addis Ababa Branch)
Tesega Tadesse Demeke*
Issue:
Volume 13, Issue 4, December 2025
Pages:
129-137
Received:
2 October 2025
Accepted:
16 October 2025
Published:
7 November 2025
DOI:
10.11648/j.ijebo.20251304.11
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Abstract: Service superiority and customer satisfaction are essential to achieving the firm's existence. As to those detailed purposes, quality service delivery is of primary importance to fulfilling customers. This study investigates the influence of mobile banking service quality on customer satisfaction at the Abyssinia Bank branch in Addis Ababa. As mobile banking becomes increasingly integrated into the banking experience, financial institutions must understand how service quality affects customer perceptions. This study uses a quantitative research design to collect data from a cross-sectional survey distributed to a representative sample of mobile banking users at the branch. The analysis focuses on key dimensions of service quality, including reliability, responsiveness, ease of use, security, and personalization. The results show a strong optimistic association between high service quality and customer satisfaction among Abyssinia Bank's mobile banking users. In particular, factors such as system trustworthiness and user-friendly interfaces were found to significantly increase customer satisfaction. The outcomes deliver respected intuitions for Abyssinia Bank to perfect its mobile banking contributions and progress customer practice. This research contributes to the broader understanding of mobile banking dynamics in Ethiopia, offering practical recommendations for banks seeking to enhance service delivery and foster customer loyalty in an increasingly competitive market.
Abstract: Service superiority and customer satisfaction are essential to achieving the firm's existence. As to those detailed purposes, quality service delivery is of primary importance to fulfilling customers. This study investigates the influence of mobile banking service quality on customer satisfaction at the Abyssinia Bank branch in Addis Ababa. As mobi...
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Research Article
Assessment of Community Attitude Towards Insurance Service Purchase in the Case of Mizan Aman Town
Zelalem Tadesse Wondimu*,
Mandefro Gebre Hibstu
Issue:
Volume 13, Issue 4, December 2025
Pages:
138-156
Received:
11 October 2025
Accepted:
23 October 2025
Published:
28 November 2025
DOI:
10.11648/j.ijebo.20251304.12
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Abstract: Insurance plays a crucial role in providing financial protection against risks for individuals and businesses. However, consumer attitudes toward insurance in Ethiopia are shaped by factors such as cultural beliefs, financial literacy, prior experiences, and affordability. This study, conducted at Mizan Tepi University in southwestern Ethiopia, aimed to assess the attitudes of the Mizan Aman community toward purchasing insurance. Using a descriptive research design, primary data were collected through questionnaires from 398 selected policyholders aged 18-65 years, representing high and middle social classes, out of a total population of 91,437 active individual life policyholders. Secondary data from relevant literature provided contextual background on Ethiopia’s insurance sector. Data analysis using SPSS included descriptive statistics, factor analysis, Pearson correlation, and regression to examine the influence of variables such as income, age, family status, education, and cultural factors on insurance uptake. The findings reveal significant gaps in awareness, trust, and understanding of insurance among respondents. Many participants showed limited knowledge of insurance benefits, legal requirements, and policy details, which hindered their willingness to purchase insurance. Additionally, distrust in insurance companies and doubts about insurance’s role in economic stability and health crisis management further constrained engagement. Overall, the study highlights challenges related to limited awareness, mixed perceptions, and economic barriers affecting insurance adoption in Mizan Aman. The results suggest the need for strategic interventions focusing on community education, trust-building, and improving accessibility to insurance products. While providing useful insights, the study’s limitation to a single location and researcher calls for broader research across multiple sites to support comprehensive recommendations.
Abstract: Insurance plays a crucial role in providing financial protection against risks for individuals and businesses. However, consumer attitudes toward insurance in Ethiopia are shaped by factors such as cultural beliefs, financial literacy, prior experiences, and affordability. This study, conducted at Mizan Tepi University in southwestern Ethiopia, aim...
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