Customer Satisfaction After Implementation of E-Banking

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ADDIS ABABA UNIVERSITY SCHOOL OF COMMERCE

DEPARTEMENT OF BUSSINESS ADIMINISTRATION AND INFORMATION SYSTEM RESEARCH PROPOSAL ON:
CUSTOMER SATISFACTION AFTER IMPLEMENTATION OF
E-BANKING
In the case of Wegagen Bank S.C
By:
MIS

Contents
TABLE OF CONTENTS

I Introduction
 
1.1 Background…………………………………………………..1  
1.2 Statement of the problem……………………………………….2  
1.3 Objectives:
1.3.1 Specific Objectives………………………………………...3 1.3.2 General Objectives…………………………………………4  
1.4 Significance of the study…………………………………….4  
1.5 Scope of the study…………………………………………...4  

II: Literature Review……………………………………………….5

III: RESEARCH DESIGN AND METHODOLOGY
3.1 Source of Data collection and sampling technique……………………………8 3.2 Data Collection Instrument and Technique……………………….8  
3.3 Data Analysis Technique………………………………………9  
References

1.1 Background of the Study
Electronic-commerce in Ethiopia is in an embryonic stage. However, one area of electronic-commerce that has proven successful in Ethiopia is electronic banking (E-banking). The term "electronic banking" or "e-banking" covers both computer and telephone banking. It refers to the use of information and communication technology by banks to provide services and manage customer relationship more quickly and most satisfactorily (Charity-Commission, 2003). Burr (1996) describes it as an electronic connection between the bank and the customer in order to prepare, manage and control financial transactions. Electronic banking according to Al-Abed (2003) is an umbrella term for the process by which a customer may perform banking transactions electronically without visiting a brick-and-mortar institution. Lustsik (2004) describes electronic banking as a variety of the following platforms: Internet banking, telephone banking, TV-based banking, mobile phone banking, and PC banking. A few decades ago it used to take at least a day for a transaction to reflect in the account because each branch had their local servers, and the data from the server in each branch was sent in a batch to the servers in the data center only at the end of the day or end of the month. For the purpose of this research, we define electronic banking as the delivery of banking services and products through the use of electronic means irrespective of place, time and distance. Such products and services can include deposit-taking, lending, account management, the provision of financial advice, electronic bill payment, and the provision of other electronic payment products and services such as electronic money. The benefits of this 21st century banking are numerous. Its introduction would increase the potential of business to attain greater productivity and profitability, as trading and transactions, which would be carried out via communication networks, would be a lot faster and distance would no longer be barrier to effective transactions (Fagbuyi, 2003). “The banking sector has embraced the use of technology to serve its client’s faster and also to do more with less cost. Emerging technologies have changed the banking industry from paper and branch based banks to “digitized and networked banking services. Unlike before, broadband internet is cheap and it makes the transfer of data easy and fast. Technology has changed the accounting and management system of all banks. And it is now changing the way how banks are delivering services to their customers. However, this technology comes at a cost, implementing all this technology has been expensive but the rewards are limitless” ( Phillip Yiga 2011). According to Sergeant (2000), the benefits of E-banking are manifold and are to be seen from the point view of the banks themselves, customers and even the regulators. According to him, for banks, E-banking brings different and arguably lower barriers to entry; opportunities for significant cost reduction; the capacity to rapidly reengineer business processes; and greater opportunities to sell cross border....
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