The Effect of Electronic Payment System on Bank Service Quality Improvement

Abstract

The study entitled “the effect of electronic payment system on bank service quality improvement a case of Dashen bank wolkite branch” was conducted by employing descriptive survey research design. The study had used primary data sources which were collected from employees and customers of the bank through questioners. Judgmental and convenient sampling techniques were used to select samples from employees and customers of the bank respectively. The collected data were analyzed using descriptive statistics like percentage and frequency and presented using table. Therefore, customers and employees of the bank assesses the bank’s electronic payment system as effective and efficient even if it has problems. Service quality of the bank is also improved after the introduction of electronic payment system in the bank. Hence, to sustain and enhance the improved service quality, the bank is recommended to increase the number of ATM machines and alleviate the problems that exists in existing ATM machines and open other point of sale terminals in different areas.