ASSESSMENT OF THE E-BANKING SYSTEM AT COMMERCIAL BANK OF ETHIOPIA: EVIDENCES FROM SELECTED BRANCHES IN ADDIS ABABA

Abstract

The research was descriptive study aimed at assessment of the electronic banking system in two selected branches of commercial bank of Ethiopia in Addis Ababa. Convenience sampling strategy which is a non-probability sampling technique was adopted to select 370 customers from the two selected branches. From the total 370 questionnaires distributed to the customers of commercial bank of Ethiopia, 320 usable questionnaires were returned which is about 86% response rate. Questionnaire was used as the principal tool for the data collection. With the aid of the statistical package for social sciences (SPSS) windows software version 20 the data was analyzed using basic statistical tools such as frequencies, mean, and percentages. The study among other things brought to the fore that customers of the selected branches were highly aware of the existence and usage of the various electronic banking products. Result of the study also indicated that customers prefer to transact business in the halls in spite of the long queues largely because of the difficulty associated with accessing e -banking products. The study also identified basic benefit of E-banking for the customers, such as it saves time and quick, minimizes risk of carrying cash, makes it easier for customers to do banking activities and the other was assessed. Lastly the study also revealed certain outcomes of electronic banking transaction failure such as affects customer’s moral and also makes them not to patronize the product again.