ADDIS ABABA UNIVERSITY

COLLEGE OF BUSINESS AND ECONOMICS

DEPARTMENT OF MBA

EFFECTS OF E-BANKING ON CUSTOMER SATISFACTION: THE CASE OF

THREE CORPORATE BRANCHES OF BANK OF ABYSSINIA

A Research Proposal Submitted to

The College of Business and Economics, Addis Ababa University, Department of

MBA

In partial fulfillment of the requirements for the Degree of Masters of Business

Administration

Hewan Tegegne

GSE/7806/12

MARCH, 2022

Addis Ababa,Ethiopia
 Table of Contents
ABSTRACT....................................................................................................................................ii
CHAPTER ONE: THE PROBLEM AND ITS APPROACH.........................................................1
1.1Background of the study..............................................................................................................1
1.2 Statement of the problem............................................................................................................2
1.3 Objective of the study..................................................................................................................3
1.3.1 General objective........................................................................................................................3
1.3.2 Specific objective........................................................................................................................3
1.4Significance of the study...............................................................................................................3
1.5 Scope of the Study.......................................................................................................................4
1.6 Delimitation of the study.............................................................................................................4
1.7 Definition of terms.......................................................................................................................4
1.8Research design and Methodology...............................................................................................5
1.8.3. Sources of Data..........................................................................................................................5
1.8.4. Data Collection Tools................................................................................................................6
1.8.5. Methods of Data Analysis and Presentation...............................................................................6
1.9 Organization of the study............................................................................................................6
CHAPTER TWO: REVIEW OF RELATED LITERATURE........................................................7
2.1 E-Banking as a Novel Catalyst....................................................................................................7
2.2 Electronic Banking in Ethiopia...................................................................................................8
2.3 Types of E-banking........................................................................................................................9
2.4 Benefits of e-banking.................................................................................................................10
2.4.1 Benefits for banks.....................................................................................................................10
2.4.2 Benefits for customers..............................................................................................................10
2.5 Customer Satisfaction...............................................................................................................11
2.6 Electronic Service Quality and Customer Satisfaction.............................................................12
Questionnaire.................................................................................................................................14
Reference.......................................................................................................................................21

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 ABSTRACT

Customer satisfaction is imperative for the incessant survival of any organization around the
world. This research work will intend to investigate the impact of e-banking variables on
customer satisfaction the case of three corporate branches of BOA. Five service quality
dimensions; Reliability, responsiveness, assurance, tangibles and empathy, derived from
SERVQUAL model with support of literature review have been selected as forecasters of
customer satisfaction in E-banking.

To achieve the objective of the study, Primary data will be collected through questionnaire from
sample size of 90 customers and 20 employees. And for the secondary data Books, published
journals, internet and some other related documents will be used. The respondents will be
selected using non-probability sampling technique which are accidental/convenience sampling
for the customers and purposive/judgmental sampling for the employees of the company.

Correlation and Multiple Regression model will be applied to determine the significance level of
the variables for the customer satisfaction in e-banking individually as well as in SERVQUAL
model as a whole.
.

ii
iii
CHAPTER ONE: THE PROBLEM AND ITS APPROACH

1.1Background of the study

The development of information and communication technologies offers innovative

opportunities to establish business strategies focused on customer value co-creation. This
situation is especially notable in the banking industry. e-banking activities can support
competitive advantages. However, the adoption of e-banking is not yet well-established among
consumers. The purpose of this research is to understand the impact of variables of E-banking on
customer satisfaction in the case of Bank of Abyssinia. Five service quality dimensions namely,
reliability, responsiveness, assurance, empathy, and tangibles will be established based on the
SERVQUAL model and the literature review. These variables will be tested in E-banking to
explore the relationship between service quality and customer satisfaction.

The present-day Bank of Abyssinia was established on February 15, 1996 (90 years to the day
after the first but defunct private bank was established in 1906 during Emperor Menelik II) in
accordance with 1960 Ethiopian commercial code and the Licensing and Supervision of Banking
Business Proclamation No. 84/1994.

BOA started its operation with an authorized and paid up capital of Birr 50 million, and Birr 17.8
million respectively, and with only 131 shareholders and 32 staff. In about sixteen years since its
establishment Bank of Abyssinia has registered a significant growth in paid up capital and total
asset. It also attracted many professional staff members, valuable share holder and large
customers from all walks of life. This performance indicates public confidence in the Bank and
reliability and satisfaction in its services.

Currently, employing the state-of-art banking technology, the Bank provides excellence
domestic, international and special banking services to its esteemed and valuable customers. It
also strives to serve all economic and services sectors via its ever increasing branch networks
throughout the country.

Key words; E-banking, Customer satisfaction, SERVQUAL model

1
1.2 Statement of the problem

The use of technology forms the back bone for better results in banking. This is articulated in
HSBS report of 2000, which stated that benefits from technology are more than three times its
cost. Today's banking situation demands continuous innovation in order to meet the yearnings
and aspirations of the ever-demanding customers. Hence, banks need to roll out new products
and services quickly and effectively, using latest cutting edge technology (Augsto,2002).

One of the benefits banks derive from electronic banking products and service delivery is
improved efficiency and effectiveness of their operations so that more transactions can be
processed faster and most conveniently, which will undoubtedly impact significantly on the
overall performance of the banks.

The customers on the other hand, stand to enjoy the benefit of quick service delivery, reduced
frequency of going to banks physically and reduced cash handling which will give rise to high
volume of turnover.

However, these developments in Ethiopian banking industry seem not to have achieved their
aims. Queues are still seen in the banking halls, bank customers still handle too much cash and
hardly people talk about the electronic banking products that are available in Ethiopia. The
problem here is; are customers really enjoying these services? related to this problem, empirical
evidence implies that customers' patronage for and reaction to a particular product depend on
their level of understanding of what the product can do and what they stand to benefit there from
(Balachandher,2001). In this connection, it is relevant to find out the perception of e-banking by
customers. In this research one of Ethiopia's private bank, Bank of Abyssinia will be explored.

Research Questions:

 What influences does the e-banking service quality dimensions have on customer
satisfaction?
 what are the policies that will be followed to ensure the quality of services for customer
satisfaction?
 How can the relative importance of the service quality dimensions be described in e-
banking in relation with the satisfaction?

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  What is the customers level of satisfaction with the e-banking service quality
dimensions?

1.3 Objective of the study

1.3.1 General objective

The overall objective of the study is to investigate the impact of e-banking on customer
satisfaction in the case of Bank of Abyssinia's three selected corporate branches.

1.3.2 Specific objective

The specific objective of the study is to examine and understand the impact of five service
quality variables of e-banking; Reliability, Responsiveness, Assurance, Empathy and tangibles
on customer satisfactions.

1.4Significance of the study

The study will show how the E-banking services satisfy BOA customers. The study will also
explore that to enjoy the E-banking services, a lot of service characteristics should be ensured
first by the bank then customers will adopt the systems properly. The aim of this research study
is to provide some service quality variables that will satisfy customers by rendering the right
services. The findings will play a crucial role in the improvement of service to the customers of
the company while at the same time creating a mutual understanding between the customers and
the bank. Therefore, this research will be significant for the following reasons;

 To the company to analyze customers level of satisfaction with the e-banking service
quality
 To find out the problems with E-banking activities (products) to satisfy customers
 To identify the E-banking benefits from customers point of view
 To the customers to get an Improved and better e-banking service from the company
 To provide some recommendations

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1.5 Scope of the Study

Due to time and financial constraints in taking large sample size, it will be difficult and
unmanageable to include all e-banking customers of BOA in this research. Thus, the research
will be delimited to three corporate branches of BOA namely Habesha corporate, Bole corporate
and Ras corporate branches and it will include 90 customers and 20 employees. The Banking
industry may have other issues that needs to be studied but this study wants to focus on e-
banking because it helps both customers and the bank in delivering services anytime and
anywhere.

1.6 Delimitation of the study

Since it's difficult and time consuming to cover all branches of BOA, the study will be conducted
in the company's corporate branches which are Habesha corporate, Bole corporate and Ras
corporate branches.

1.7 Definition of terms

Customer satisfaction – A product or service experience that meets or exceeds customers’

expectations (Strydom, 2012).

BOA - Bank of Abyssinia

E-banking - Electronic Banking; Electronic banking is a form of banking in which funds are
transferred through an exchange of electronic signals rather than through an exchange of cash,
checks, or other types of paper documents.

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1.8Research design and Methodology
1.8.1 Research Design;

The study is an explanatory research, focused on an effort to connect ideas to recognize their
relationship. The Research is mainly based on primary data source that will be analyzed using
quantitative research methods. Quantitative research involves hefty samples and planned
questionnaire that is then numerically and statistically analyzed (Davis,2000).

1.8.2 Sampling Procedure

Population

The population of the study will include customers of BOA corporate branches that uses digital
products and also some employees of the branches will be included.

Sample Size

Number of people who uses digital products of the branches fluctuates every day and it will be
hard to get access to the list of digital banking users. The e-banking system is not biased and
works the same way for each customer. Therefore, the researcher will use 30 customers from
each of the corporate branches (90 in total) and also 20 employees of the branches will be
selected.

Sampling Technique

In this study, Non-probability sampling technique will be used. Mainly convenience/Accidental

sampling and Purposive/judgmental sampling will be applied.

1.8.3. Sources of Data

The study will use both primary and secondary data. Primary data will be collected through
questionnaires

Secondary sources of data for the study included books, published journals, articles and relevant

Documents will also be extensively reviewed as references

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1.8.4. Data Collection Tools

In order to collect Primary data, Questionnaire will be given to customers and employees of
BOA corporate branches. And to gather Secondary Data books, articles, published journals and
documents which are related to this study will be referred.

1.8.5. Methods of Data Analysis and Presentation

Correlation and Multiple Regression model will be applied to determine the significance level of
the variables for the customer satisfaction in e-banking individually as well as in SERVQUAL
model as a whole

1.9 Organization of the study

The research will be structured in the following way. Chapter one will outline the introduction
part. The second chapter will be review of related literature. The third chapter of the research
will discuss about Data presentation, analysis and interpretation. The fourth and the final chapter
will point out the essential summary of the research findings as a conclusion with its
recommendation.

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CHAPTER TWO: REVIEW OF RELATED LITERATURE
Introduction

This chapter will present a review of previous studies related to the present study. The chapter
constitutes examination of studies related to e-banking and customer satisfaction in the service
industry especially in banks. It will also examine the dimensions of e-banking affecting customer
satisfaction in the banking industry

2.1 E-Banking as a Novel Catalyst

Prominent change in global commercial behaviors has improved customer demand of banking
services. This revolution has set a motion in the banking sector for the provision of a payment
system that is compatible with the demands of the electronic market (Balachandher,
Vaithilingam, Norhazlin, &Rajendra, 2001). Customer attitudes and demands are changing over
time and banks are continuously improving their products and services accordingly. Through e-
Banking, banks are even approaching and catering the needs of Un-banked customers. E-banking
has grown to be a major distribution mean for financial institutions from the last two decades.
(Karjaluoto, Mattila, &Pento, 2002). E-banking can propose swift, speedy and reliable services
to customers, making them more satisfied than with the manual banking system (Nupur, 2010).

Pikkarainen, Karjaluoto, and Pahnila, (2004) defines internet banking as an „internet portal,
through which customers can use different kinds of banking services ranging from bill payment
to making investments‟. With the exception of cash withdrawals, internet banking gives
customers access to almost any type of banking transaction at the click of a mouse (De Young,
2001). Indeed the use of the internet as a new alternative channel for the distribution of financial
services has become a competitive necessity instead of just a way to achieve competitive
advantage with the advent of globalization and fiercer competition (Flavián, Torres, &Guinalíu,
2004; Gan, Clemes, Limsombunchai, &Weng, 2006) . Banks use online banking as it is one of
the cheapest delivery channels for banking products (Pikkarainen et al., 2004) . Such service also
saves the time and money of the bank with an added benefit of minimizing the likelihood of
committing errors by bank tellers (Jayawardhena& Foley, 2000). As Karjaluoto et al. (2002)

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argued that ‘banking is no longer bound to time and geography. Customers over the world have
relatively easy access to their accounts, 24 hours per day, and seven days a week’. The author
further argued that, with internet banking services, the customers who felt that branch banking
took too much time and effort are now able to make transactions at the click of their fingers.
Robinson (2000) believes that the supply of Internet banking services enables banks to establish
and extend their relationship with the customers. There are other numerous advantages to banks
offered by online banking such as mass customization to suit the likes of each user, innovation of
new products and services, more effective marketing and communication at lower costs
(Tuchilla, 2000), development of non-core products such as insurance and stock brokerage as
anexpansion strategy, improved market image, better and quicker response to market evolution
(Jayawardhena& Foley, 2000).

2.2 Electronic Banking in Ethiopia

The term electronic banking can be described in several ways. In very simple terms it means the
provision of information or services by a bank to its customers, via a computer, television,
telephone, or mobile phone. It as an electronic connection between bank and customer in order to
prepare, manage and control financial transactions. (Daniel, 1999) Furthermore, electronic
banking is said to have three different means of delivery: telephone, PC, and the Internet.
(Daniel, 1999) for example, introduces four different channels for electronic banking: PC
banking, Internet banking, managed network, and TV-based banking. Electronic banking is the
newest delivery channel in many developed countries and there is a wide agreement that the new
channel will have a significant impact on the bank market (Daniel, 1999. According to Nehmzow
(1997) Internet banking offers the traditional players in the financial services sector the
opportunity to add a low cost distribution channel to their numerous different services.

Ethiopian banking system is one of the most underdeveloped compared to the rest of the world.
In Ethiopia cash is still the most dominant medium of exchange and electronic banking is not
well known, let alone used for transacting banking business. The appearance of E-banking in
Ethiopia goes back to the late 2001, when the largest state owned, commercial bank of Ethiopia
(CBE) introduced ATM to deliver service to the local users. Electronic banking facilities
provided by most Ethiopian Banks are very basic. However e-banking facilities provided are at
par with those in the region.

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 2.3 Types of E-banking

In this aspect different scholars demonstrates various assumptions or analysis. For instance, Salehi
and Zhila, (2008) noted that e-banking involves an electronic connection between bank and customer
in order to prepare, manage and control financial transactions of the customer via the bank. This type
of banking has been found to be driven through the following channels:

• Internet banking (or online banking),

• Telephone banking,

• TV-based banking, and

• Mobile phone banking (or offline banking)

According to Gan and Clemes (2006) E-banking can be also defined as a variety of platforms
such as internet banking or (online banking), TV-based banking, mobile phone banking, and PC
(personal computer) banking (or offline banking) whereby customers access these services
using an intelligent electronic device, like PC, personal digital assistant (PDA), automated teller
machine (ATM), point of sale (POS), kiosk, or touch tone telephone.

There are also different forms of electronics banking stated by various scholars; it will be
mentioned as follows.

 Automated Teller Machines (ATMs)

 Personal Computer Banking
 Telephone Banking
 Internet Banking
 Mobile banking
 Point-of-Sale Transfer Terminals (POS)etc

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2.4 Benefits of e-banking

Advantages of e-banking are numerous. It provides ease and convenience to the customers in
operating an account. The cusomers can conduct transactions of different types using platforms
like bank website, online applications, e-commerce portals, etc.

2.4.1 Benefits for banks

Price- in the long run, a bank can save money by not paying for tellers and or for managing
branches. Plus, it's cheaper to make transactions on the internet.

Customer base - the internet allows banks to reach a whole new market and a well off one too.
Because there are no geographical boundaries with the internet. The internet also provides a
level playing field for small banks who wants to add to their customer base.

Efficiency - Banks can become more efficient than they already are by providing internet access
for their customers. The internet provides the bank with an almost paper less system.

Customer Service and Satisfaction - Banking on the internet not only allow the customer to have
a full range of services available to them but it aso allows them some services not offered at any
of the branches. The person does not have to go to a branch where that service may or may not
be offered. A person can print of information, forms, and applications via the internet and be
able to search for information efficiently instead of waiting in line and asking a teller. With more
better and faster options a bank will surely be able to create better customer relations and
satisfaction.

2.4.2 Benefits for customers

 If customers are not able to access digital banking services through digital platforms, then they
are forced to visit physical branches. Adopting more streamlined FinTech enabled processes
strategically more important (Obeidat&Saxena, 2015). There can be many FinTech enabled
processes that can be provided, such as; advisory services, insurance services, online bank
account opening, and signature submissions services (Oracle, 2016)

Customer's convenience: Customers can access and do transaction 24 hours a day, 365 days a
year. Narsi, W [12] and Shanab, E. A. et al [13] also observed that the convenience is an

10
important factor in support to internet banking. However, if the internet service is not available at
any time, customers can still do their work via mobile telephones. Banking through internet is
faster, easier and more efficient.  

2.5 Customer Satisfaction

Customer Satisfaction (CS) is a customer’s response, or judgments, to a product or service in

terms of the extent to which consumption meets expectations Hair, et al (2003).

In implementing Customer relationship management, a firm seeks to establish and maintain a

long-term relationship with customers based on cumulative full customer satisfaction as opposed
to transaction-specific customer satisfaction, Reinartz and Kumar (2002).Indeed, customer
satisfaction is central to successful application of the marketing concept. Many company mission
statements and marketing plans are designed around the goal of increasing customer satisfaction

Generally, there are two different perceptions for customers’ satisfaction: cumulative satisfaction
and exchange satisfaction (Olsen & Johnson 2003). Cumulative satisfaction means that
customers’ satisfaction is not only based on recent shopping experiences, but also customer
evaluation on all of his/her shopping experiences (Johnson, M. D., &Fornell, C. 1991). Exchange
satisfaction refers to customers’ satisfaction of product evaluation based on recent experiences
(Oliver 1997). Today, cumulative satisfaction is used in most customers’ satisfaction research
(Gupta, S. &Zeithaml, V. (2006).

Cumulative satisfaction has more influence in the banks performances and services and is
necessary for predicting the behavior of customer shopping (Parasurman et al., 1998). By
considering these two perceptions, there are many definitions for customers’ satisfaction.

In academic literature, customers’ satisfaction is defined as a function of the difference between

past experiences and current perceptions based on shopping (Churchill, G.A. J. &Surprenant, C.
1982). Based on Jamal and Nasser (2003) also defined customers’ satisfaction as a feeling or
attitude in the customer related to one service or product after using it. Customers’ satisfaction
can be defined as evaluating one product or service based on customer needs and perceptions

11
(Oliver 1980). As such, customer satisfaction is the customer perception of meeting his/her
expectations after using the product which influences future behavior (Adamson et al., 2003)

2.6 Electronic Service Quality and Customer Satisfaction

E-service quality is about overall assessment and discernment by customer regarding the
eminence and quality of e-service delivery (Santos, 2003). Endurance in today’s competitive
banking environment is dependent on providing excellent service and products to customers.
(Wang, Lo, &Hui, 2003) . E-banking has attained the status of essential service in attaining
customers’ loyalty in banking sector by ensuring customer satisfaction and healthy relations.

Above all it is of supreme importance in fulfilling customers’ expectations (Berrocal, 2009)

Satisfaction can be illustrated as an “evaluation of the perceived discrepancy between prior

expectations and the actual performance of the product” (Oliver, 1999). Satisfaction has an
intimate link with service quality. It is essential for the online banks to become more concern
about customer’s perception of the online banking services’ quality as it is fairly easier for the
customers to assess the advantages of competing services (Santos, 2003)

Researchers have verified that provision of quality service to customers make them to stay with
an organization, also catch the attention of new ones, augment corporate image and assures
endurance and profitability of an organization. (Negi, 2009) (Ladhari, 2009). Customer pleasure
is the contributor of absolute gains of a quality revolution, which is majorly contingent on
customer’s cognizance of overall service quality (Husnain& Akhtar,2015). This is the reason that
why it is very crucial to recognize how consumers perceive service quality and how itwill affect
their satisfaction level, through which banks can identify the gaps in service quality delivery to
take essential curative actions to improve upon their activities.

(Parasuraman, Zeithaml, & Berry, 1985) has developed a model (SERVQUAL) for measuring
service quality on the basis of study on four service sectors; retail banking, credit card services,

12
repair and maintenance of electrical appliances, and long-distance telephone services. The model
initially consisted of ten dimensions which were reduced to five as some of them were
overlapping.

Dimensions of SERVQUAL model

 Reliability - Capability to deliver service as promised

 Responsiveness - Prompt delivery of services to customers
 Assurance - Knowledge and civility of employees, ensuring safety & delivering trust
 Tangibles - Outlook of physical equipments and communication resources
 Empathy - Providing customer care with individualistic approach

SERVQUAL model is considered as an appropriate scale to measure service quality in various

industries.Dimensions of the model fit to a particular service in order to guarantee dependable
and valid results (Ladhari,2009).

In Banking sector all these dimensions have been identified vital in determining service quality.

(Rahimuddin&Bukhari, 2010) While conducting research on e-banking in Pakistan have

identified that bank's performance is not dependent on the mean it is using to deliver the service
i.e. manual or online. Therefore customers prefer to perform the required banking transactions
while sitting at home rather than going to bank, thus saving their time and money.

Gaining customers trust on electronic channels is the imperative element for the triumph of the
internet banking. Swift delivery of innovations can be made possible by providing improved
infrastructural amenities (Stewart, 1999).

(Liébana, Muñoz, &Rejón, 2013) In their study concluded that accessibility, ease of use, trust
and usefulness has significant effect on customer satisfaction in context of e-banking services.
Website’s user-friendliness is an imperative feature that needs to be considered when evaluating
electronic banking users’ satisfaction and positive word of mouth in general. Convenience and
access are identified as the most crucial factors in enhancing performance of e-banking services
(Kaur&Kiran, 2015)

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 ADDIS ABABA UNIVERSITY

COLLEGE OF BUSINESS AND ECONOMICS

DEPARTMENT OF MBA

(Questionnaire to be filled by customers of BOA)

Dear Respondents

This questionnaire is prepared to assess effects of e-banking on customer satisfaction; the case of
three corporate branches of BOA

Please answer the following questions as accurately as you can because the accuracy of the
Answers will generate a better outcome for the research

Age: 1) 18-25 2) 26-40 3) 41 and above

Gender: 1) Male [ ]

2) Female [ ]

Education: 1) High school [ ]

2) diploma [ ]

3) degree [ ]

4) post graduate [ ]

5) other [ ]

Bank: Bank Of Abysinia

CUSTOMER SATISFACTION

Q1. You are satisfied with the online services provided by your bank

1) strongly disagree [ ]

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 2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

Q2. You are satisfied with the banks online based service quality

1) strongly disagree [ ]

2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

Q3. Overall service of online banking is better than your expectation

1) strongly disagree [ ]

2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

Reliability

Q4. The use of e-banking is dependable and accurate ( reliable )

1) strongly disagree [ ]

2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

Q5. I prefer using e-banking instead of visiting branch for making my transaction

1) strongly disagree [ ]

15
 2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

Q6. I am satisfied with the service charges of my bank

1) strongly disagree [ ]

2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

Q7. I have always found ATM booths in working condition

1) strongly disagree [ ]

2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

Q8. I always get prompt service when I bring forward e banking complaints

1) strongly disagree [ ]

2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

Q9. I always get the details of my account through SMS/ E-mail on my cellular phone

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 1) strongly disagree [ ]

2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

Q10. The help line services of the bank are efficient

1) strongly disagree [ ]

2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

Q11. I am always informed by the bank when the service will be performed

1) strongly disagree [ ]

2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

Q12. My Bank’s E-Banking facility makes accurate promise about the service they deliver

1) strongly disagree [ ]

2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

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ASSURANCE

Q13. I feel secure while making transactions through internet

1) strongly disagree [ ]

2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

Q14. I am satisfied of the knowledge of the employees

1) strongly disagree [ ]

2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

Q15. The behavior of e-banking employees instills confidence in customers

1) strongly disagree [ ]

2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

Q16. My e-banking site does not share my personal information with other sites

1) strongly disagree [ ]

2) disagree [ ]

3) neutral [ ]

4) agree [ ]

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 5) strongly agree [ ]

TANGIBLES

Q17. The e- banking physical facilities are visually appealing

1) strongly disagree [ ]

2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

Q18. I am satisfied with the technological up-to-date equipments of the bank

1) strongly disagree [ ]

2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

Q19. The e-banking physical facilities of the bank are modern

1) strongly disagree [ ]

2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

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EMPATHY

Q20. When you have a problem , the bank shows a sincere interest in solving it

1) strongly disagree [ ]

2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

Q21. You get personal attention from bank employees, if need of contact arises

1) strongly disagree [ ]

2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

Q22. Employees of the bank understand your specific needs

1) strongly disagree [ ]

2) disagree [ ]

3) neutral [ ]

4) agree [ ]

5) strongly agree [ ]

20
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