• Tumay Hadish Temesgen

This study investigates the influence of service quality dimensions on customer satisfaction in internet banking, with a specific focus on the Commercial Bank of Ethiopia. The primary objective is to determine the extent to which reliability, ease of use, responsiveness, security and privacy, and system availability shape users’ perceptions and levels of satisfaction. A mixed research approach was employed using an explanatory design, where quantitative data were collected from 368 active internet banking customers through structured questionnaires, while qualitative insights were obtained from open-ended responses to enhance interpretation. Multiple regression analysis demonstrates that reliability (B = 0.545, p < 0.001) is the most dominant predictor of satisfaction, followed by security and privacy (B = 0.396, p < 0.001), ease of use (B = 0.046, p = 0.014), and responsiveness (B = 0.033, p = 0.015), whereas system availability did not show a statistically significant effect (p > 0.05). The regression model explains approximately 81.7% of the variance in customer satisfaction (R² = 0.817), indicating high explanatory power. The findings suggest that customer satisfaction in digital banking is strongly rooted in transaction accuracy, secure financial interactions, intuitive interface usability, and timely support. Based on these results, it is recommended that the bank enhance platform reliability, reinforce cybersecurity mechanisms, simplify navigation features, and strengthen customer support responsiveness. Future studies are encouraged to examine moderating effects such as digital literacy, customer trust, and generational differences in shaping satisfaction and loyalty in online financial platforms.

Internet banking, service quality, customer satisfaction, reliability, security and privacy, responsiveness & system availability

"Assessing the Impact of Internet Banking Service Quality on Customer Satisfaction in the Commercial Bank of Ethiopia", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.12, Issue 12, page no.b499-b508, December-2025, Available :http://www.jetir.org/papers/JETIR2512166.pdf

"Assessing the Impact of Internet Banking Service Quality on Customer Satisfaction in the Commercial Bank of Ethiopia", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.12, Issue 12, page no. ppb499-b508, December-2025, Available at : http://www.jetir.org/papers/JETIR2512166.pdf