ASSESSING PRACTICE AND CHALLENGES OF ELECTRONIC BANKING PROJECT EXECUTION; CASE STUDY OF POINT OF SALE (POS) DEPLOYMENT PROCESS BY COMMERCIAL BANK OF ETHIOPIA (CBE)

Abstract

The banking industry in Ethiopia is in its early developing stage and there is a higher need to make the banking system modernize by employing different kinds of advanced technology such as Point of sale (POS) terminal. The main objective of this study is to assess the practice and challenges of the bank implementation of projects in electronic banking specifically in POS deployment process. To achieve the research objective the researcher used total population of CBE staff which are under Addis Ababa four district offices. Descriptive research design was employed in which primary & secondary data was utilized where the primary information was collected through questionnaires and semi-structured interview guides. The data was analyzed and interpreted using quantitative and qualitative methods by using frequencies, percentages and tabular descriptions. The finding of this study reveals that the most challenging factor to the implementation of POS terminal is network failure. Organizational factors such as lack of employees’ skill gap in regards to POS terminal, attitude of tellers, low support and follow up, lack of integration between departments, late procurement of materials are considered as problem for implementation of POS terminal system. An effort at improving the connectivity of the network and security of transactions is recommended in order to efficiently implement POS terminal payment system. Moreover, the study recommended the bank to raise public awareness on the use of payment cards for transactions in POS terminals, should improve the internal communication coordination, should facilitate proper and sustainable trainings for its employees to implement POS terminal payment system proficiently.