Challenges and Prospects of Payment Card In Dashen Bank Share Company in Addis Ababa

Abstract

This study assessed the challenges and prospectts off paymentt card systtem in Dashen bank S..C.. Dashen Bank ((DB)) was selectted sinceiit is the fiirst bank iin Etthiiopiia tto proviide a fully-flledged paymentt card serviices as a principall pllus member off visa intternationall and mastter card.. Primary datta were collectted by using questionnaires and intterviiew and secondary datta were collectted ffrom differentt litteratture,, DB manuall,, DB websitte and DB annuall reportt.. The sttudy emplloyed sttratiffiied sampling because tthe totall populattiion were heterogeneous,, which were employees off tthe company and outtsiiders who used DB VIISA card.. The sttudy sellectted a representtattiive samplle ffrom cardhollders and sttaff off paymentt card departmentt using siimplle random samplliing ttechniique,, tto giive equall non--zero chance,, and snow ball sampliing ttechniique was used ffor non--sttaff cardhollders off DB because tthey were nott llocatted in a singlle place.. IItt was difficultt to locatte tthe population; therefore, tthe study addressed tthe samplles by chaiin refferrall.. Datta were anallyzed usiing descriipttiive sttattiisttiics and were presentted usiing ttablles and graphs.. Anallysiis off tthe datta showed tthatt mostt off tthe parametters whiich measured beneffiitts off cardiing systtems were ratted as “agreed”.. IItt iimplliies tthatt custtomers are beneffiittttiing by usiing cardiing systtem.. However,, tthe majjoriitty off tthe respondentts agreed tthatt DB paymentt card serviices are nott accessiiblle even iiff tthe majjoriitty off tthe respondentts were attracted tto tthe use off cardiing systtem due tto iitts easiiness and accessibiliity,, The bank shoulld giive due attttenttiion and ffollllow up tthe ATMs and POS ttermiinalls machiines.. The respondentts reportted tto fface nettwork probllem,, shorttage off money and ‘‘ttemporary outt off serviices’’ ATMs whlle tthey were ttransacting.. IIn conclusiion, the incapacity off tthe counttry’’s ttellecom serviice whiich iis rendered by Etthiio ttellecom iis a majjor challllenge ffor tthe bank’’s desiire tto giive a good paymentt card serviice and it is causing customer dissattisffacttiion. Thiis iis maiinlly a cause for tthe gap bettween actuall serviice and custtomers’’ expecttattiion.. Therefore, the bank should undergo tthrough intensiive selllliing and promottiion campaiign tto create deep awareness about tthe payment card serviice.. The bank shoulld sttrengtthen iitts collllaborattiion wiitth Etthiio--ttellecom tto aleviatte problems relatted with off line service.. Otherwise,, retaining curent paymentt card users will be hard ffor tthe bank.In terms off meeting customer expectation,, it is tthe rightt time ffor tthe bank tto modiffy and rectify service provision problems connected to payment card department