ASSESSMENT OF MOBILE BANKING PRACTICES AT DASHEN BANK SHARE COMPANY

Abstract

The main objective of this study was to identify factors that affect the adoption of mobile banking in the case of Dashen bank. In order to achieve this objective the study adopts quantitative type of research approach using close ended questions. The data was gathered from the four selected branches of Dashen bank customers. The study use both primary and secondary data sources. The Primary data was collected by using questionnaire. 150 questionnaires were distributed for four branches operating in Addis Ababa and out of these a total of 130 respondents were fully filled and returned. The secondary data for this study was obtained from the sampled banks document and National Bank of Ethiopia. The questions distributed was mainly focused on relative advantage, perceived usefulness (PU), perceived risk (PR), perceived ease of use (PEOU), Perceived trust (PT), Compatibility, awareness and challenges of Mobile banking. Data was analysis using tables, frequency and percentage to analyze and interpret by using statistical software SPSS 20. From the findings customers find Mobile-banking is the fast tool than physically visiting the bank, it also enables them to complete banking activities more quickly and easily and customers are aware the service that they get from this technology. The study recommends Dashen bank shall promote mobile banking services to its customers using various promotional tools, the study also recommends when Dashen bank design their mobile banking products they should give due emphasis which fits their customers life style, culture and languages as well. Dashen bank shall also deploy reliable network infrastructure and system to ensure mobile banking services operate smoothly so that it can reduce the perceived risk by customers regarding mobile banking technology.