Abstract:
This research paper aims to study the impact of electronic banking system implementation on customer retention at Berhan Bank SC North Shewa Zone Branches. The study is an explanatory research design and used the quantitative research approach. The structured Likert scale- based questionnaires were distributed and collected 231 conveniently selected from the total population of 545 E- banking service users of Berhan Bank SC North Shewa Zone Branches. The data was analyzed by undertaking the descriptive statistics, Pearson correlation and multiple regression analysis. Results of the study revealed that among the e-banking variables (independent variables), Innovative e-banking technological attributes/products, Ease of use, Efficiency, Security and Privacy have the high positive impact on customer retention. Furthermore, As a result, the researcher concludes that E- banking variables has positive and significant impact on customer retention. This study recommended that the bank management should focus on spreading the technological awareness among current and prospective customers, and develop suitable infrastructure for electronic banking services
