Electronic Banking and Customer Satisfaction in Commercial Banks in Bosaso, Puntland, Somalia

ABSTRACT The study sought to establish the relationship between electronic banking and customer satisfaction among commercial banks in Bosaso, Puntland,Somalia. The study was guided by three specific objectives, which included. i) the extent of electronic banking among commercial banks in Bosaso,Puntland,Somalia; ii) the level of customer satisfaction among commercial banks in Bosaso,Puntland-Somalia; iii) the relationship between electronic banking and customer satisfaction among commercial banks in Bosaso, Puntland,Sornalia. This research also employed descriptive correlation design to describe the relationship between relationship between electronic banking and customer satisfaction among commercial banks in Bosaso, Puntland, Somalia, it consisted a population of 500 and a sample size of 200 respondents. Simple random sampling was used to select respondents from those workers, to avoid biased information, and purposive sampling; the research instruments included the questionnaires and interview. The findings revealed the following: majority of the respondents in this sample were males (68.5%). Data analysis using means connoted that the extent of electronic banking among commercial banks in Bosaso, Puntland,Sornalia was rated unsatisfactory on average (mean=2.34), implying that the financial Banks in Bosaso Puntland, Somalia don’t allow their customers to conduct financial transactions electronically on a secured website operated by the institution, which can be a retail bank, virtual bank, credit union or building society, the level of customer satisfaction among commercial banks in Bosaso, Puntland,Somalia was found low (rnean=2. 13), and this therefore implied that the commercial banks in Bosaso, Puntland,Somalia always provide electronic services which don’t meet customers’ expectations and which in turn leads to low levels of company loyalty and product repurchase. The researcher found that there is a positive significant relationship between electronic banking and customer satisfaction among commercial banks in Bosaso, Puntland,Somalia. The researcher recommended that there is need to increase the quality of electronic banking services provided by the commercial banks in Bosaso, Puntland,Somalia. There is a need for the customer representatives for online services to improve on the response to client queries timely.