FACTORS AFFECTING MOBILE BANKING ADOPTION OF CUSTOMERS IN THE CASE OF COMMERCIAL BANK OF ETHIOPIA

Abstract

The purpose of this study is to investigate Factors Affecting Customers to Adopt Mobile Banking in Commercial Bank of Ethiopia. The study tries to build on widely used and latest models for technology adoption, the Unified Theory of Acceptance and Use of Technology Model to identify factors influencing customer's usage of mobile banking. This study is conducted based on the data gathered from customers of Commercial Bank of Ethiopia Survey was conducted using questionnaire. Out of 398 questionnaires that have been distributed, 320 were usable. The descriptive analysis of the data was done with the help of the SPSS. The research results found Performance expectancy, Effort expectancy, Social Influence and Facilitating Conditions as influencing factors for mobile banking adoption. The study recommended the bank to do actions based on the variables like creating awareness about performances and effort to use mobile banking, and also taking appropriate action which suitable to social influences and facility condition.