Research Article
ATM Service Quality and Interest-Free Banking Customer Satisfaction at Bank of Abyssinia, Dire Dawa Branch, Ethiopia: An Empirical Investigation
Mubarek Sadik Hussen*
,
Abdo Dabaso Jaldesa
Issue:
Volume 11, Issue 5, October 2025
Pages:
91-109
Received:
4 September 2025
Accepted:
17 September 2025
Published:
9 October 2025
Abstract: This study's objective was to investigate the influence of ATM service quality on customer satisfaction within the context of Interest-Free Banking (IFB) at the Bank of Abyssinia's Dire Dawa Branch. Using a descriptive and quantitative research approach, data was collected from 318 IFB customers via a structured questionnaire. The data was then analyzed using descriptive statistics and regression analysis to determine relationships between the variables. The key findings revealed that reliability, responsiveness, tangibility, and assurance all had a significant positive effect on customer satisfaction. This suggests that customers' satisfaction increased when they perceived the ATMs to be dependable (reliability), had quick transaction times (responsiveness), were physically well-maintained (tangibility), and felt secure (assurance). In contrast, the study found that service empathy did not have a significant impact on customer satisfaction in this specific context. Based on these findings, it is recommended that the Bank of Abyssinia prioritize continuous improvement in the reliability and responsiveness of its ATM services to align with the Islamic principle of 'amanah' (trust). The bank should also enhance the tangible aspects of the ATM environment to align with 'taharah' (purity). Finally, reinforcing assurance and implementing ongoing customer feedback mechanisms are crucial for building trust and adhering to the Islamic principle of consultation. This research offers valuable insights into customer satisfaction in the growing sector of Islamic banking.
Abstract: This study's objective was to investigate the influence of ATM service quality on customer satisfaction within the context of Interest-Free Banking (IFB) at the Bank of Abyssinia's Dire Dawa Branch. Using a descriptive and quantitative research approach, data was collected from 318 IFB customers via a structured questionnaire. The data was then ana...
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Research Article
Factors Influencing the Usage of Mobile Banking Service Technology: A Case in the Commercial Bank of Ethiopia Harar City Branches
Abebe Geleta,
Abebe Tilahun Kassaye*
Issue:
Volume 11, Issue 5, October 2025
Pages:
110-120
Received:
30 August 2025
Accepted:
22 September 2025
Published:
9 October 2025
Abstract: The purpose of this study is to investigate the factors influencing the usage of mobile banking service technology by a commercial bank in Ethiopia, Harar city. This study uses the TAM model to look at factors that influence how people use mobile banking services in a commercial bank in Harar, Ethiopia. It includes factors like how useful people find it, how easy they think it is to use, the risk they feel about security or privacy, how much they trust it, and how aware they are as important elements. The study employed a quantitative approach with both explanatory and descriptive research designs. This study was conducted on the basis of information acquired from clients of the commercial bank of Ethiopia's five branches in the city of Harar. A survey was conducted via a questionnaire; 385 of the 400 issued surveys were used. The data was analyzed with SPSS version 20. The research results revealed that perceived usefulness, perceived ease of use, and perceived awareness had a significant positive effect on mobile banking usage and that major factors influencing mobile banking perceived trust had a significant negative effect on mobile banking usage, while it was found that perceived risk had no significant negative effect on mobile banking users in Harar. The study suggests that banks should make their mobile banking services as simple and easy to use as possible so customers do not find them complicated or hard to use.
Abstract: The purpose of this study is to investigate the factors influencing the usage of mobile banking service technology by a commercial bank in Ethiopia, Harar city. This study uses the TAM model to look at factors that influence how people use mobile banking services in a commercial bank in Harar, Ethiopia. It includes factors like how useful people fi...
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